Kn ow What Your Cu s tomers Wa n t. Deliver What They Expect.

Transcription

1 Kn ow What Your Cu s tomers Wa n t. Deliver What They Expect. Co l l a b o ra t i ve Pro d u ct Planning and De velopment Thro ug h the Ca p t u re, Analysis and Prioritization of Cu s tomer Fe e d b a c k Orasi Software s IdeaScope is an on-demand and embedded Customer Feedback Management system that enables companies to capture, prioritize, analyze and utilize stakeholder feedback to drive product planning, increase product acceptance and gain customer loyalty. IdeaScope provides several options to harness the Voice of the Customer. Capture customer feedback through online forums where stakeholders collaborate to prioritize, rate and discuss ideas. Embed custom surveys in existing portals, web sites or applications. Provide an on-demand Feedback Card to rate web pages. However you decide to collect and use feedback, IdeaScope organizes and manages it conveniently in one central repository. Ove rcome the Challenges of Pro d u ct Ma n a g e m e nt Companies kn ow what their customers wa nt. Cu s tomers kn ow what they wa nt from co m p a n i e s. Or so eve ryone thinks. So m e w h e re in betwe e n, m i s co m m u n i c ation leads to pro d u cts that do not meet custo m e r expectations, causing cost overruns, missed opportunities, failed products and lost re ve n u e. The principal reason for this failure is lack of custo m e r i nvo l ve m e nt throughout the planning and deve l o p m e nt pro ce s s. I d e a Scope addresses the common pro d u ct management challenges of i nvolving customers: m a n a ging the ove rwhelming number of suggestions, enhance m e nt s and co m p l a i nts re ce i ved via s, defe ct re p o rt s, meeting notes and other customer co rre s p o n d e n ce keeping customers in the loop on the status of their re q u e s t s a d d ressing majori ty co n ce rns versus responding to customers who shout the loudest basing pro d u ct decisions on empirical data versus political or personal opinion s u b s t a nt i ating the value of pro d u ct deve l o p m e nt effo rt s e n s u rin g deve l o p m e nt and delive ry of what customers need and e x p e ct I d e a Scope provides a co l l a b o rat i ve online forum that fo s ters a co nt i n u o u s feedback loop with custo m e r s. By learning the ins and outs of their customers needs through IdeaScope, product teams make more informed d e c i s i o n s, shift the ri g ht re s o u rces into value offe rings for custo m e r s, and re wa rd the co m p a ny with higher re venues and customer loya l ty.

2 Ca p t u re the Vo i ce of Your Cu s tomer H ave you been listening to your customers? Companies with c u s to m e r- focused business initiat i ves may have va rious re p o s i to ri e s for customer fe e d b a c k, such as call ce nte r s, help desks, online fo rm s or facilitated focus gro u p s. Pro d u ct teams must make sense of the ove rwhelming amount of info rm ation coming from the custo m e r co m m u n i ty through va rious and ofte ntimes disparate channels. S u re, it is easy enough to re ce i ve info rm ation from custo m e r s. Th e bigger and more import a nt challenge is engagi n g w i t h o u t ove rwhelming the customer co m m u n i ty to provide honest and useful fe e d b a c k, while ensuring a true re p re s e nt ation of the co l l e ct i ve Vo i ce of the Cu s to m e r. IdeaScope makes that happen. I d e a Scope makes it easy for your customers to gi ve you fe e d b a c k when they wa nt to, and at the same time makes it easy for you to get feedback when you need it. Either as an on-demand applicat i o n or an embedded solution within your own port a l, application or web site, IdeaScope inv i tes customers to submit ideas, needs and p re fe re n ces that are org a n i zed into IdeaBases, or ce nt ra l l y- managed co l l e ction points of ideas. Submitted ideas auto m at i c a l l y a re checked for similar info rm ation already captured in the sys te m. This allows the customer to either expound on something of i m p o rt a n ce to fe l l ow customers or to submit an ent i rely new idea for co n s i d e ration. IdeaSco p e s similar idea dete ction minimize s d u p l i c ation and ove rlap of info rm ation, as well as cre ates a co l l a b o rat i ve forum among the customer co m m u n i ty. The manager can view and manage the status, category, associated comments, ratings and priorities of ideas on one screen. While it is typical for an org a n i z ation to inv i te a re l at i vely larg e p o p u l ation of customers to submit their ideas, they often have a s e l e ct group of individuals who wa nt to be more act i vely invo l ve d in the pro d u ct planning pro ce s s. These individuals, te rmed a d v i s o r s in IdeaSco p e, can be anyone who is deemed qualified to prov i d e additional feedback such as pri o ri ty and ra n ki n g. Unlike p a rt i c i p a nt s, who rate subsets of ideas, advisors have access to the e nt i re list. By offe ring an advisor ro l e, IdeaScope allows the most e x p e ri e n ced users to offer additional input to the pro d u ct planning p ro ce s s, improving the quality of the feedback co l l e cte d. With IdeaSco p e, you can cre ate pri vate and public surve ys. Pu b l i c s u rve ys do not re q u i re an inv i t ation and can be accessed from any p l a ce that co ntains a link. They are useful for rating web site s, a p p l i c ations and other ent i t i e s. Public surve ys can be used as a fo rm of elect ronic Feedback Ca rd or to co l l e ct ratings on ideas. Whether at the advisor or part i c i p a nt leve l, some customers may p re fer anony m i ty when divulging info rm ation. IdeaScope allows fo r a n o nymous idea submissions, gra nting companies the opport u n i ty to tap into valuable candid info rm ation that might otherwise have been held back. On-demand surveys allow individuals to rate web sites, applications and other entities.

3 The 360-Degree View of Cu s tomers: IdeaSco p e Anyw h e re I d e a Scope Anyw h e re is the web serv i ces add-on co m p o n e nt of I d e a Sco p e. IdeaScope Anyw h e re gre atly expands your re a c h to your customers and provides a view of customer feedback to some of your essential business pro ce s s e s, such as Cu s tomer Re l at i o n s h i p Ma n a g e m e nt, Re q u i re m e nts De ve l o p m e nt and Ma n a g e m e nt, Po rt folio Ma n a g e m e nt and Change Ma n a g e m e nt. IdeaSco p e A nyw h e re provides this capability in two ways : embedding IdeaScope within your custo m e r-facing pro d u ct, web site, or portal so that feedback can be captured within the co nte xt of your pro d u ct i nte grating IdeaScope with your major business pro ce s s, both at the fro nt- and back-end of your existing sys te m s Sales and mark e t i n g, pro d u ct management, customer serv i ce and R&D all need to h e a r the vo i ce of their customer so they can manage expect ations and make better business decisions. I d e a Scope Anyw h e re allows the vo i ce of the customer to be share d with other business pro cesses without having to import and export d ata across their supporting auto m ated sys te m s. Cu s tomer dat a can be pushed or pulled from one sys tem to the next, gi v i n g i nte rnal stakeholders a 360-d e gree view of their custo m e r s. It s an On-Demand World After All Purchasing software that must be installed and supported in-house often is not a viable option for many companies. They do not have the resources to support the new technology or required hardware. IdeaScope is a subscriptionbased service, allowing companies to use IdeaScope while minimizing the time and costs associated with non-hosted applications, including setup, installation, database licenses and distribution of software upgrades. IdeaScope s on-demand model allows you to manage the needs of your customers immediately. IdeaScope can be integrated into your application, web site or portal to capture feedback in context. Similar idea detection reduces duplicate ideas, and the new ideas are captured in the specified IdeaBase.

4 O rg a n i ze to Identify Cu s tomer Needs Good info rm ation is useless if it is not well org a n i ze d. But what wo rks for one pro d u ct manager may not wo rk for another, especially across diffe re nt industri e s. Since eve ry co m p a ny has its own pre fe rred wo rk f l ow for developing a pro d u ct, IdeaScope allows users to manage data the way they need to by providing custo m c ate g o ri e s, fields and stat u s e s. Cu s tom hiera rchical cate g o ries allow ideas to be logically gro u p e d and sorted for easy re fe re n ce, and enable customers to be more specific about the area of the pro d u ct for which they are submitting ideas. Cu s tom statuses allow managers to map ideas to a wo rk f l ow, changing the status of an idea as it passes through the p ro cess from submission to implement ation. And custom idea fields allow managers to further clarify the definition of ideas based upon the org a n i z ational needs. Cu s to m i z ation extends to IdeaSco p e s advisor pages, surve ys and te m p l ate s. In addition to keeping co n s i s te nt with a co m p a ny s co rp o rate image, custo m i zed pages, inv i t ations and responses allow for specific explanations and instructions to advisors and part i c i p a nt s. The manager can categorize, group and filter sets of like ideas for easy reference and management. Va l i d ate to Determine Cu s tomer Pre fe re n ce s H ow often have yo u, as a custo m e r, submitted feedback on a p ro d u ct or serv i ce, co n f i d e nt that your input would serve the gre ater good? Most likely, you provided such info rm at i o n e l e ct ron ically but we re never info rmed of its stat u s, nor did yo u h ave an opport u n i ty to discuss your ideas for further clari f i c at i o n. N ow consider your own custo m e r s. Co m m u n i c ation and co l l a b o ration are crucial to dete rmining and va l i d ating the needs of your pro d u ct stakeholders. Orasi developed IdeaScope in full re co gnition that managing the needs of customers re q u i res twoway co m m u n i c ation, as well as re s p e ct for the time and effo rt a c u s tom er takes to provide valuable fe e d b a c k. When a manager re ce i ves info rm ation from customers thro u g h IdeaScope, the system automatically generates an notification to the custo m e r. This customizable alerts them to the stat u s of their idea from the moment it is submitte d. IdeaScope in turn a u to m atically alerts a manager if a customer submits new ideas. A re the ideas generated from within your org a n i z ation co n s i s te nt with the expect ations of the user co m m u n i ty? Are the needs of some customers beneficial or useless to the co l l e ct i ve custo m e r base? As info rm ation is gat h e red into a ce nt ral re p o s i to ry, advisors and part i c i p a nts have an opport u n i ty to rank and pri o ri t i ze co l l e ctions of ideas using standard i zed rating schemes, helping to a c h i e ve consensus on items of most import a n ce to them. notifications inform customers when the status of their ideas change, and allow the manager to explain why the change was made.

5 In a perfe ct wo rl d, all survey part i c i p a nts would respond to eve ry question a pro d u ct team needed answe re d. IdeaScope mimics this ideal sce n a rio with a capability called co n f i d e n ce-based sampling. Pa rt i c i p a nts are provided a subset of ideas to ra n k. Based upon the feedback co l l e cte d, IdeaScope dete rmines which ideas in the IdeaBase need additional re s p o n s e s, and those ideas are selecte d and pre s e nted to the part i c i p a nt s. Providing part i c i p a nts with subsets of ideas allows them to focus on a more manageable list, and increases part i c i p ati on rates because it is less time co n s u m i n g. An a l y ze to Ma ke Be t ter Decisions Ma king better pro d u ct decisions re q u i res access to analytical dat a at any point in time during pro d u ct planning and deve l o p m e nt. I d e a Scope offers two diffe re nt types of re p o rts for idea gat h e ri n g and pri o ri t i z ation effo rts: idea and surve y. In idea re p o rt i n g, IdeaScope empowers a manager to re p o rt on the p ri o ri ty of all ideas and ratings from advisors, as well as co m b i n e advisor ratings with survey feedback from part i c i p a nt s. In ce rt a i n s i t u at i o n s, info rm ation re ce i ved from the advisor co m m u n i ty may h ave more impact on pro d u ct dire ction. In cases where both advisor and part i c i p a nt data is included in a single re p o rt, I d e a Scope affo rds adjustments to the amount of influence the s u rvey part i c i p a nts have in the re s u l t s. IdeaScope provides basic s u m m a ri e s, statistical summaries and idea detail re p o rts that include all co m m e nts and sources for each idea. The idea statistical summary lists all ranked ideas and shows confidence levels of ratings. Th rough survey re p o rt i n g, managers mine part i c i p a nt data that is specific to the survey co m p o n e nt of IdeaSco p e. Survey re p o rt i n g re veals who part i c i p ated in a surve y, their ro l e s, and their influence on d e c i s i o n s. IdeaScope tracks survey part i c i p a nts for views into who p a rt i c i p ated or declined, as well as individual re s p o n s e s. IdeaSco p e helps with dete rmining the va l i d i ty of data. And it proves indispensable when co m m u n i c ating with customers who have co m p l a i nts about a p ro d u ct but declined to part i c i p ate in a survey about it. Th rough re p o rt i n g, IdeaScope makes it easy to co n d u ct what- i f s ce n a rios to gain additional insight into customer needs and d e te rmine how we i g hting affe cts the ove rall outco m e. Uncove r t rends in group and individual re s p o n s e s, and understand how the p ri o rities of each co m p a re to the whole. The Bo t tom Line: Deliver the Ri g ht Pro d u ct With IdeaScope as part of your pro d u ct management pro ce s s, yo u r c u s tomers become a valuable extension of your co m p a ny. Ca p t u ring the Vo i ce of the Cu s tomer provides beneficial insight t h at helps to steer the dire ction of your pro d u ct deve l o p m e nt i n i t i at i ve s. And when you kn ow what your customers wa nt, you can d e l i ver what they expect, resulting in higher pro d u ct adoption rate s, customer loya l ty and re ve n u e. When downloaded and analyzed in Microsoft Excel, the idea statistical summary enables you to better understand the relative confidence levels of ratings.

6 Fe a t u r e s w w w. o r a s i. c o m Capture feedback Similar idea detection Anonymous feedback Public surveys Idea ranking and prioritization Point Distribution ranking Collaborative discussions on ideas Downloadable data User type weighting Status of feedback New idea notification Templates & themes Customized surveys Confidence-based sampling Custom hierarchical idea categories Custom idea statuses Custom idea fields Advanced filtering Advisor role Participant role User types Distribution lists Idea reports Survey reports Custom embedding Custom integrations Be n e f i t s Gives customers and stakeholders a voice in the product planning process Allows customers to submit new ideas, needs and preferences through multiple feedback touchpoints Minimizes duplication and overlap of ideas Allows participants to add comments to an idea rather than submitting a duplicate Allows multiple participants to sponsor the same idea Allows customers to submit and rank ideas anonymously, to encourage more honest feedback Allows manager to gather feedback from a broader base of individuals without requiring an invitation Allows individuals to rate web sites, portals or applications, within those respective contexts. Enables customers to rank lists of items, helping to achieve consensus Determines relative importance of each item to identify customers' most important needs Enables customers to discuss ideas to further clarify them and ensure a complete understanding Allows new advisors to get up to speed quickly on the evolution of an idea Enables manager to perform more detailed analysis and customize reports Allows specific participants a greater voice in the feedback process Enables what-if scenarios to gain additional insight into customer responses Keeps users updated on the current status of their ideas Engenders customer loyalty by validating that you are listening and responding to their ideas Automates responsiveness by alerting the manager of new ideas that require review Allows manager to create advisor pages, surveys and templates that fit with their corporate image Enables manager to explain why they are asking for feedback from customers and how to provide that feedback Allows manager to customize the s customers receive when an idea, or the status of their idea, changes Enables existing data to be validated by a larger audience Allows for additional data to be captured and incorporated into the process Provides participants with a subset of ideas to rank Increases the likelihood that surveys will be completed Allows manager to group and filter sets of like ideas Enables customers to be more specific by identifying the area of the product they are submitting ideas about Allows manager to map ideas to a workflow process Allows ideas to be included or excluded from different user views Allows manager to create custom fields to provide a clearer definition of ideas Provides data for use in analytical reports Allows users to predefine filters for reuse Organizes large volumes of data Allows the most experienced users to offer additional input Allows qualified users to access the entire IdeaBase Allows a larger percentage of the customer base to provide feedback Allows user involvement with minimal time commitment Allows for customized classification and weighting of users Minimizes the time required to send invitations to large groups Enables manager to view the priority of each idea and their ratings from advisors and survey participants Provides summary and statistical data for ideas in ranked order, supporting customer-driven product development Enables manager to see who participated or declined to participate Summarizes responses and data captured from a survey and reveals trends in how groups of participants respond Provides a method for embedding IdeaScope within an application, portal or web site Allows feedback to be captured within the context of the user experience Patent currently pending regarding this selection method Provides for importing and exporting data via web services to all open applications such as Help Desk, CRM, Requirements Management, Portfolio Management, and other lifecycle products Minimizes data redundancies Provides a view into complementary lifecycle products tel fax www. o ra s i. com www. i d e a s co p e. co m Document #: 21DS0106A 2006 Orasi Software, Inc. All rights reserved. Orasi, IdeaScope and IdeaBase are trademarks of Orasi Software, Inc. All other product and company names are trademarks or registered trademarks of their respective owners.