3 “Must Have” Attributes of a Software Provider

Does anyone reading this article not use software for some aspect of your life?  Work, bill payments, contributions, personal, web surfing, gaming, photo storage, reading books, in your car, on your phone, etc, etc, etc?

If you can truly say that you do not use software in any component of your life, you either live in a cave (so not sure how you could even read this) or are delusional…because, even if you do not have software on your computer, the services you use and stores you frequent use software in some form or fashion. Software is an integral part of modern culture, society and life in general.  It is everywhere.

Most of you know that I am personally a relative novice when it comes to software.  I am a facility guy.  But our company cropped-eSpace_Logo.pngprovides a best-in-class SaaS (Software as a Service) based solution for Facility Management effectiveness…eSPACE.

Given that, I have invested a great deal of myself into understanding the SaaS world of software and studied what makes for great customer experiences…which in the end…is the the primary reason to offer a SaaS product.  eSPACE helps our company realize the WHY of our existence:

WHY = To assist organizations be effective, efficient and intentional with the facilities they have been entrusted to steward.

What I have learned is that the WHY is our driving force, but it must be coupled with our HOW which is greatly driven by the needs of those we serve and provide products and services…YOU!

To that end, here are 3 MUST HAVE attributes that we have adopted that make eSPACE the best (and possibly only) 3-in-1 Facility Management Software on the market:

  1. Agile – “able to move quickly and easily” – we live in a microwave age…we want what we want NOW. We are accustomed to getting what we want at the click of a button or a keystroke. Companies that are still practicing a development method of quarterly releases or large roll outs 1-2 times a year is waning.  We want our software companies to move quickly…we want them to be agile. Let me put this into perspective.  In the first 10 months of 2016, the eSPACE development team has completed 226  minor feature additions or enhancements ( what we call “quick picks” for items that can be done in less than 4 hours). In addition, that team has released 27 major feature releases (that take more than 4 hours) and 8 projects (feature enhancements that require multiple days/weeks)…and about 180 “bug” fixes.   That is a ton of new features, enhancements and support that provide expedited results and happy clients.
  2. Listening – of the incredible amount of development activities listed above, nearly 90% of all of these items are subscriber/client driven. Now, isn’t that a breathe of fresh air.  A company and their technical team that is actually listening to their clients instead of just sitting in a conference coming up with what THEY this is cool and fun. I have learned that no matter how COOL (pun intended) our team thinks something might be, if it does not meet an expressed need of our clients and prospective clients, it is not worth adding to the application.
  3. Customer Service – I could write an entire post on this. I could tell you about other suppliers who do not offer direct phone support, or take days or weeks to respond or NEVER respond.  I could list dozens of our new clients that have left companies for that very reason.  But what I want to share with you is what we do…not what others don’t. To date i 2016, we have responded to nearly 1,100 customer service tickets with almost 40% of those being resolved on the first contact with our customer service team. In addition, our average “close” time (the amount of time to address, resolve and close a ticket) is about 1/2 a day.  That is freaking awesome.  I wish I could get some of the companies I use to respond at that rate. According to Forrester Research, “45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly.”  Maybe that explains why our churn rate has been well below .6% per month for the majority of 2016.

Are the above interactions and attributes important to you?  Are you getting that from your Event/Facility Scheduler, Work Order Management of HVAC Integration providers?  If not…give us a look.

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