Our company currently offers 4 ASP solutions to multiple clients and we experienced the same support issue you have described. We generally work with corporations with 100 or fewer employees and develop a very strong bond with our contacts. When I first identified the problem, I was concerned about alienating my customer and impacting our install base and future business.
6 Months ago we implemented a new customer management system for our ASP clients and have received positive review. We developed an on going �Run Book� or documentation screen associated with a particular customer number. When a new customer signs up their book information is started and includes everything from the customization of screens and features to specific user information. This allows any of my CSRs to service the customer with more confidence and have a realistic view of their online app. The initial system was built in ACT 2000, as the information was native already. We have since built a CF app to handle the process online allowing us to access customer data anywhere. To help with customer acceptance we built a script to sort out changes or updates each week and have CSRs follow up with customer satisfaction. As a result the customers were proactively contacted by various CSRs improving their trust of our support group in general. It is a lot easier to integrate this type of system during positive review then when a customer calls in with a problem. Sorry for the length of the message, feel free to contact me directly if you have other questions. Michael Morrill [EMAIL PROTECTED] -----Original Message----- From: CF-Server [mailto:[EMAIL PROTECTED]] Sent: Sunday, February 03, 2002 12:14 AM To: [EMAIL PROTECTED] Subject: CF-Server-List V1 #67 CF-Server-List Sun, 3 Feb 2002 Volume 1 : Number 67 In this issue: RE: looking for asp advice ---------------------------------------------------------------------- Date: Fri, 1 Feb 2002 22:12:07 -0800 From: "Dylan Bromby" <[EMAIL PROTECTED]> Subject: RE: looking for asp advice Message-ID: <000301c1abb0$8bbd0920$6401a8c0@bromby> in other words, how do you run and grow a business? there are as many opinions as you can count, i'm sure. however - and i'm not discounting the validity of your question - you might want to launch this question at cf-community since it's a little far afield of cf-server unless you're asking about growth in terms of scalability, clustering, failover, etc., etc. -----Original Message----- From: kaigler [mailto:[EMAIL PROTECTED]] Sent: Friday, February 01, 2002 10:18 AM To: CF-Server Subject: RE: looking for asp advice I have guesstimates as to when we need to hire new technical support people etc. I have ideas as to how these people will work with each other as well as their base customer while trying to maintain the happy go lucky personal touch that our customers love. I want someone to tell me how far off base I am. What they experienced as they began to grow. What I may expect in the future, pitfalls, easy gains, etc. kaigler At 09:34 AM 2/1/2002 -0800, you wrote: >is there a specific issue or question you were looking for feedback on? > >-----Original Message----- >From: kaigler [mailto:[EMAIL PROTECTED]] >Sent: Friday, February 01, 2002 8:56 AM >To: CF-Server >Subject: looking for asp advice > > >Hi all, > >How many of you are there consider your code/company to be an asp? I have >written an application that I have about 60 clients using. The >presentation and content for all of them is different, but all the features >available/used are the same. I am trying to evaluate time spent on >maintenance, support, sales etc. My main focus right now is support. Our >customers really like being able to talk to the same person during the >setup process, and the relationship has carried on to day to day questions >that they have. I had one client tell me that she did not think I >understood the site well enough (she had not clue that this was MY code) to >help her and that she would wait for the person that usually helps her. > >I would really like to get a mentor/advice from someone that is doing >something similar to me. Unfortunately, I do not think as we grow we will >be able to continue these practices. > >Thanks in advance, >kaigler > > ______________________________________________________________________ Macromedia ColdFusion 5 Training from the Source Step by Step ColdFusion http://www.amazon.com/exec/obidos/ASIN/0201758474/houseoffusion ------------------------------ End of CF-Server-List V1 #67 **************************** ---------------------------------------------------------------------------- -- To unsubscribe, send a message to [EMAIL PROTECTED] with 'unsubscribe' in the body or visit the list page at www.houseoffusion.com ------------------------------------------------------------------------------ To unsubscribe, send a message to [EMAIL PROTECTED] with 'unsubscribe' in the body or visit the list page at www.houseoffusion.com
