Upper management commissioned their own customer service survey for our intranet and extranet SharePoint Community and network partners. We actually did better than I had expected. Our boss says hes not surprised, but he has unusual intuition gained over many years. Typically, our geek team members confront headstrong executives who may not see the whole picture. So I always assume we are not doing well enough. But our boss sees the whole panorama, so to speak. I was quite pleased with what I read. More importantly, our boss and his boss were pleased. Our network partners were the least pleased, but only after they had received a bill for exceeding allowable bandwidth. We decided to start allowing them a savings fund, in which unused bandwidth each month accumulates toward free time in busy months. This will have little effect on our heaviest users, but may satisfy many of our mid-sized partners. Our revenue will be reduced less than 5%, in exchange for many happy campers. Otherwise, there were no comments, so-called radio silence from large network partners. One gets the impression they wish they didnt have to rely on us, even though we keep our charges well under the usual market rate. Network partners could easily become external members of our SharePoint Community by establishing business lines of credit with the bank. We dont charge family members for overages. But many of our network partners have contracts with competing banks. You would assume these banks would provide their customers free overage, wouldnt you? Somebody has to help them or their websites would go dark. My employer feels an obligation to prevent business and social disruptions for members and non-members alike. Its called being a good corporate citizen.
Posted on: Mon, 20 Jan 2014 19:54:06 +0000
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