Listening to Customer Feedback Ensures Our Features Meet Their Business Needs
Customer feedback is the driving force of software development at SBS. I'm always looking for ways the feedback loop plays out in our work-a-day life. Some recent examples of customer feedback:
Our customers receive support by email or by phone, whichever works best for them. Some prefer the convenience of email, others like to talk things through with a live person. Either way, our knowledgeable support staff resolve their issues and look for ways to improve.
"I'm always listening for trends in customer comments," said Kim, a customer support specialist. "When multiple customers mention a feature they'd like to have, I pass that along to the development team. The team is really open to adding functionality that saves time or streamlines the use of our software."
Katherine, who recently joined SBS, said that she has been pleasantly surprised by the personal relationship SBS has with each of its customers. "First off, customers appreciate that we have a live person who answers the phone! When customers call or email with questions, they talk to someone who knows their business. Having that personal relationship helps our team serve them quickly and efficiently."
Customers notice the SBS focus on feedback, too. Bill Waters, CFO Swift Communications, said he was impressed with how quickly SBS responded to feedback from his accounting staff during the launch of a new module for budgeting. "Implementing the changes we asked for took a matter of days, not weeks, like it would be with most software vendors," Waters said. Personalized service and accounting software that can be customized to meet the company's needs are two of the reasons Swift has done business with SBS for more than a decade, he said.
