With 150+ customers all over the world using five different products, it just isn’t very efficient to have nine different people all juggling support requests. Sometimes two people wind up answering the same question, sometimes a request falls through the cracks and sometimes different people solve the same problem in different ways. In other words, chaos was starting to creep in.
Enter Joe. Joe Donnelly came on board a couple months ago as our new customer liaison and boy am I glad he’s here. Joe’s mandate is simple:
“Keep our customers enthusiastically happy with our products and the service they receive from us.”
Joe will act as a single point of contact for all of our customers’ needs. Have a question about anything? Send it to Joe and he’ll either find the answer or put you in touch with the person who can. Joe is here to make your life easier and to keep us organized.
Already Joe has:
- Streamlined our internal process for handling support inquiries.
- Put controls in place to ensure that customer requests are handled promptly.
- Started a comprehensive knowledge base of common problems and solutions applying both to our products and SCORM in general (we intend to make this public at some point).
- Laid the foundation for a system of notifying clients when new releases and patches are available for their products.
Tim and I have known Joe for eight years and have always been impressed with his work, and more importantly we’ve been impressed with him as a person. As Tim says, Joe is “special nice” and we’re sure you’ll agree. If you’re an existing customer, you have either already spoken to Joe, or he’ll be calling you soon to introduce himself. Either way, feel free to drop him a line at any time, he’d love to hear from you.
You can reach Joe here.