This is the third and final (for now at least!) part of a series I started back in February this yea

This is the third and final (for now at least!) part of a series I started back in February this year covering what we can learn from our biggest Web to Print users. The first part covered one important factor, that of time , covering the learning curve (on how to use the software and even more importantly on how to sell the solution) and how it takes time invested grand casino hotel in biloxi in each new customer that starts using your Web to Print solution.
First I looked at the average number of support tickets submitted in a 12 month period. The results were not what I was expecting at all. My thinking before looking at the data was that the biggest customers would not need as much support as newer customers that are earlier in the stages of implementing their online business strategy.
However, if you look at the graph above you can see that the biggest customers submitted nearly 4 times as many support questions over the 12 month period. Part of this difference is probably explained by the fact that the top 10 customers have all grown their online business to such a size that they warrant full time Web to Print software specialists who, as they are using the system more frequently, naturally have more questions. Without more detailed information, that is all we can draw from the data. Thankfully we store more information than just volume of support tickets.
Every ticket that is submitted also gets a categorization, actually we use about 20 different categories grand casino hotel in biloxi but for simplicity these can be grouped into just 3 types of ticket. In the pie charts below we have grouped all the tickets submitted into the following categories:
Software Question (red): This is the majority of all tickets; from the how do I do such and such? to can your system do this or that? It doesn t include the simplest queries that are all classed in the Training Requirement category below.
Training Requirement (green): This is more of a categorization for RedTie, we constantly monitor that that most frequently required basic software use questions are covered in both our online and in person training.
The important thing to note is that whilst the percentage of the Software grand casino hotel in biloxi Questions category is almost exactly the same when comparing the top 10 biggest customers to the average customer, there is a significant shift between the Training Requirement and Change Request categories.
Training Requirement grand casino hotel in biloxi is easy to understand, this category is often associated with new users of our software so we would expect to see a drop between the average and the top 10 (who as discussed grand casino hotel in biloxi in part 1of this series tend to have been using the software for a long time).
Change Request is even more interesting. The percentage of support tickets submitted in this category is more than double when comparing the Top 10 to the average. Again it is probably not too surprising that our biggest customers are pushing the software to the limits (and we love it when customers grand casino hotel in biloxi do!) and that they are constantly pushing for more features as their own customers demand more.
What is clear is that the bigger users file more tickets per year than the average across all customers. They also submit significantly higher percentage of feature requests than is typical. They are pushing the boundaries of the RedTie Web to Print solution, which after over 10 years of development is an achievement in itself.