Without our customers, we don’t exist. Pretty obvious I know, but through focusing on that simple reality we have realised that we need to bring in our customers to help plan the journey we are taking them on. The feedback gained is helping us improve and deliver better services, services that we know have our customer’s buy-in.
One way that we are getting feedback from our clients is via our new advisory board. Recently, we started the advisory board concept, the aim of which is to give our clients the opportunity to help steer Lightwire Business’ direction. Conversations that take place in the advisory board meetings help us effectively plan and prioritise new product development, feature releases and pricing. Learn how the advisory board impacts you as a client here.
“Focus on how the end-user customers perceive the impact of your innovation – rather than on how you, the innovators, perceive it.”
Customers at the wheel
One such suggestion for improvement came from Wes and Rob at Computer Aid. They were struggling to figure out how much data their residential wireless connections were using. Previously they (and most likely other resellers) were spending more time than necessary trying to stay on top of residential wireless data balances in order to avoid over usage fees. Most services we offer provide unlimited data, but with residential wireless and mobile data this isn’t the case. We weren’t aware that a lack of residential service data insights was an issue our business clients were facing so were grateful that Wes and Rob brought this up. Less than two weeks after our advisory board meetings concluded, the data balance summary dashboard had residential wireless services added.
The data usage dashboard grants you insights into your or your clients’ data usage in a blink of an eye. Below is an example of the data balance dashboard
Another opportunity for improvement inside the illume portal came from HEG (Derek and Kevin) and The Instillery (Ryan Joe, Jeremy, and Mike Jenkins). It was said that the option to filter network events by planned or unplanned would be helpful for retrospective analysis. Lightwire Business listens and gets the job done. We scheduled the filters for deployment and got them live.
You will be able to find the new filters within illume’s “Network Events” tab.
“We all need people who will give us feedback. That’s how we improve.”
At Lightwire Business we are always learning and improving. We want to provide you with the best possible customer experience. Do you have any suggestions on how we can improve our services? We would love to hear about them.