Stressful hours at the War Room.........OR...get ahead with Omny IQ.
It's 6:30pm, and you’re about to leave for the day. But messages start coming in, and Customer Support is scrambling with a sudden surge of end-user complaints. You come to know your flagship product has been failing to connect users and their applications to the Internet.
Yet another fire-drill is about to start, at 6:50pm — the generals start assembling as the call to war has sounded. The team meets in the war room — be it physical or virtual — and the clock is ticking.
The service owner is howling that product returns are rising...
The engineering team has limited information from the field and can't reproduce the problem...
The product owner is sweating as there's no understanding of how many users are being impacted and what is the path to resolution.
There needs to be a better way! The common practice with product companies to "react" to customer-reported problems and "fight fires" in war rooms is pushing customers away to other options. It's time to re-engineer how existing and new products are designed, developed and deployed. They need to be enabled with "health monitors" in place. And stakeholders at product companies need to have instant access to where there are current and emerging problems. Identifying existing problems in the installed base with hard data is considered today by businesses to be very helpful. But we go further with Omny IQ Preventive Care to predict problems that would likely occur and provide the tools to resolve them before end users notice any downtime, disconnection or performance hits. We are here to help you eliminate war room sessions and dramatically reduce mean time to resolution.
by Vivek Pathela, chief instigator at Omny IQ