New Technology Brings New Product Features
If you’ve been at a cloud-based software company for a number of years, you know that offerings change and new features roll out at what seems like eye-blinking speed. When technological innovations create ways to do something better, we want to reflect that in our products. Our customers should be able to pay their sales forces faster, model more comp plans, or pull reports easier—as soon as those capabilities exist. Sometimes it’s a challenge to keep up. That’s where our support team comes in.
Evolving to Provide Better Support
It’s not enough to simply send out notices to our customers when we roll out a new opportunity or end-of-life a product or feature. We have to go further by giving in-depth demos, creating the opportunity for customer-to-customer interaction, and publishing transitional user guides. A few weeks ago, we had our third customer meet-up in Walnut Creek, California, at CSAA. This year brings a lot of changes to our Commissions product, and it was the perfect opportunity to not only make the large group aware of the changes but also provide an in-depth view into what that looks like.
Customers saw two demos: one showing changes to a feature called Plan Communicator and the other introducing Thunderbridge, our new analytics tool for Commissions. We also talked about reporting best practices, the release of the new UI in Q3, and our incentive management feature coming to the end of its life. Some of the customers in attendance already switched over to the new UI and were able to share insight with the customers who hadn’t.
User Advice is the Best Advice
Charlotte McKnight, Senior Finance Program Manager at NetApp and a CallidusCloud Commissions user for over 15 years, attended the meet-up and was in the group that has not yet switched over to the new commissions UI but is planning to soon. She found it useful to learn from others who have already switched—to hear their successes and failures. “Being hands-on and interactive is always a valuable opportunity,” she said.
NetApp is currently developing its suite of solutions and the meet-ups are a good place for Charlotte to see what else they can add to their arsenal. “I usually come out of meet-ups with more questions than I had going in,” she said.
Continuing through Community
We love when our customers have questions—it means things are changing and evolving to get better. And answers to those questions allow for planning and more success ahead. We encourage our customers to continue their conversations (or start new ones!) at future meet-ups. The next one is in May of this year and on the road—maybe in a city near you.
In the meantime, you can learn more during our Power Hours, every Tuesday at 8:30 a.m. (PST). Sign up on CallidusCloud Community.