Integrating Customer Care & the Enterprise
While at Humana’s Innovation Center I managed products through an entire lifecycle. What that meant from a customer care perspective was supporting products with a few users (they were new products), and then supporting that same product six months down the line when there were over 100,000 users. As the product grew, we utilized more company resources to provide adequate customer care.
The customer care infrastructure was there, but not unlocked until needed.
For many of the products we, the Humana Innovation Center, used Get Satisfaction for the early stages. This was linked to a Fogbugz account so that cases were automatically created when someone asked a question on Get Satisfaction. This allowed integration into a more robust bugtracking software. The Product Owner would then ‘triage’ the cases, and create a story in Version One for any cases that needed development resources, and pass the more difficult cases over to the Enterprise Customer Care team.