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One of Athennian’s priorities since day one has been to create partnerships with our customers that last forever. We prioritize receiving customer feedback through various surveys in Athennian, plus our built-in Feedback Center.
We say we love our customers. But how do we actually show you that we’re listening?
One way is to work on new features that require a big lift from our development teams. In addition to these updates being important, they are how we continue to improve upon the user experience in Athennian.
However, small updates can have a big impact on how Athennian users navigate their day-to-day workload and are equally important when it comes to building strong, life-long partnerships. Updates like:
It’s these details that, when addressed and accomplished, create trust and build better relationships. However, when they’re overlooked, they can quickly create frustration when using the platform.
We realized that pushing out several new features over the coming months meant that we would not be as responsive to customer requests as we wanted to be. Something needed to change.
A sprint is a short, time-boxed period (usually two weeks long) when a development team works to complete a set amount of tasks. Using this method, Athennian’s feature updates are built in a series of “sprints” that break down big, complex initiatives into bite-sized pieces.
At first, it seemed risky to dedicate an entire sprint solely to smaller items; would this impact roadmap items that we’d already committed to? How would our development teams feel about shifting their focus?
We had to at least try it out!
It all started by collaborating with various teams to identify what we wanted to focus on in the initial sprint. We wanted to ensure we were focused on items that would have the most impact for the most customers.
We reviewed feedback we had heard from customers and key team members. We collected this feedback from several channels at Athennian, including:
The various pieces of feedback we received were reviewed and prioritized by the product team, and refined into a single to-do list in the form of a sprint.
From there, developers were able to self-select the items that they want to work on. The entire company had visibility into the Customer Love Sprint dashboard to track what had been completed, what was in progress, and what’s coming up next.
By allowing all of our development teams to choose what to work on, everyone got to follow their own interests. The Customer Love Sprint created an opportunity for everyone to collaborate in ways we never had before.
We’re excited to start closing support tickets and updating the platform with new, easier-to-use workflows. But how will we measure success for Customer Love Sprints? There are a few obvious metrics:
However, there are measures of success that we expect beyond this.
We know there will always be more that we can do. However, by making an intentional investment of time and resources, we’re confident that we’re on the right track toward building better software, and better relationships.
"Very easy to use, modern interface, excellent support. Athennian has an amazing conversion team. They helped us migrate all of our data and the training was very good."
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“When we were reviewing other entity management systems on the market, in some cases, we were not comparing apples to apples. But with Athennian, there was really no comparison. The paralegals were so excited to come on board.”
"There are so many things I like about this program, but the one thing that really stands out is the user friendly interface. The program is fast and allows me to enter corporate information very quickly and efficiently. I would also like to note that Athennian provides the most the fantastic customer service."
