Claromentis Intranet Software Blog

Exceeding client expectations is one of the major key parts for sustainable success, specially during times of economic downturn.

As an interface developer working for one of the best corporate intranet software providers, I need to make sure that a client is satisfied when it comes to their expectations - whereas the client needs to make sure that the software provider is delivering results on time, to specifications, correctly and efficiently.

A comprehensive intranet solution like Claromentis has so many different aspects. For a client, they receive one piece of a software suite and most, if not all, that matters to them is whether it works or not.

Although the other side of the story is complex - in essence the sales process has set expectations, and I need to deliver against them. To help me I have mentors of course, and developers - but to be honest coding intranet interfaces from approved designs is a job I can normally just get on with. So how can I make sure that I exceed customer expectations..? A lot needs to take place before I code a single line ..

• Marketing: Make sure that the product is described accurately, and is the current release not vapor ware - a potential source of miss-matched expectations, in my experience.
• Quotation: Understand the client expectations, analyze the work involved and quote correctly. Try to get technical Claromentis input here!
• Review: Review the response from the client to the quotation. If positive but we need something else, plan any future requirements for delivery of the product and allocate to a release schedule.
• Design and develop: Here I go - create the interface based on client’s requirements.
• Custom development: Develop the custom functionality if required and embed into the product. A  review process takes place here, with client staff, development and myself. We involve the account manager wherever possible.
• Configure: Set the product for review on a staging server and make sure it is working to final specifications.
• Support: Assist the client on solving complex intranet software issues.

The important part here is setting the expectations of… both sides actually. It is important to assure the client that they will get the software as promised whereas our staff should have enough material to  deliver what is required - and not something else entirely!

It is fun though - getting it right takes talent and a lot of creativity… but we do create some great designs for information management in a VI!

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I am thrilled that two developers will be joining our UK office to provide support in our bespoke work for our customers around the world. Their tasks are not only bespoke applications but also e-form plug ins to assist with more complex form based work flows and processes.

The exciting parallel development is that we are scheduling long term visits from our core outsourced team into our UK team as well. This will produce a healthy cross fertilization of best practices and closer cooperation, with the UK team also helping with tighter core product specifications to go back to the core team.

At the same time we are decoupling some of our core intranet applications to allow them to be developed more rapidly than the 3 or 4 releases per year of Claromentis core code. At least one of these applications, Sales Manager, will be taken over by UK developers to increase the efficiency of customer feedback for this important application.

While this is all great – I would be really interested in hearing from anyone who has been through a similar process of combining in house developers with offshore development of complex products.

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