Thankful and uncommonly speechless.

thanksgivingI was in the process of writing a Thanksgiving blog post this afternoon, when the following email came into our support queue. My blog post was going to be witty, I assure you, but I got a bit derailed.   In the best possible way.

I wanted to take a moment to provide you some feedback on your support team at policyIQ. Generally this type of feedback is based on things going bad with the product, poor service levels or quality of service by the support representatives, or long wait times to speak to someone. Here is my experience as a customer!

We converted to pIQ in March 2010 and the product worked as intended, and in many ways exceeded our expectations and has adapted to our needs over this timespan without requiring any special coding, consulting time or IT assistance. And in all this time I can remember 1, maybe 2 times that the system was unavailable for an hour or two. An excellent record for a cloud based service.

Today, between our 21 departments, we have 160+ policies, 400+ procedures, 400+ work instructions and a vast amount of files such as form masters / pdfs, process diagrams, help aids and guides, and documents in our system.

But the product is just part of the experience. What really sets you apart from any vendor I have dealt with is your support team. They are happy to hear from the customer, eager to help, don’t get off the phone until your issue or question is answered, and always encourage you to put in a feature request if it is something you think others would use or it’s important to you. I was especially pleased to see features that I had submitted along with your other customers incorporated in your latest release.

I want to personally thank John and Greg for their amazing support over the years which have enabled me and others in our organization to do some amazing and highly impactful things with your product, whether it be preparing for accreditation or Title IV audits, establishing and maintaining process documentation, or empowering self-driven business efforts to execute continuous process improvements by using their procedures as living documents.

This is just one of the many things that I am very thankful for this year! I thought you would like to know.

Have a great Thanksgiving!

Best regards,
Art

ART WEEAST | DIRECTOR, PROCESS & CHANGE MANAGEMENT
JONES INTERNATIONAL UNIVERSITY

The entire policyIQ team is so thankful for the amazing clients that we get to work with. Our policyIQ community is highly engaged and we’ve been able to continue to enhance a great product thanks to your feedback and support. We want to take a moment this Thanksgiving week and say thanks for all that you do to keep policyIQ moving forward!

In addition to being thankful for our community of clients, I am genuinely grateful for the opportunity to work with the amazing team of people who support policyIQ, from our development group who continue to stay on top of the latest technology and find creative ways to solve problems, to our operations coordinator who keeps track of our calendars, our projects and our invoices. Stephenie Buehrle, our Product Director and fellow blog contributor, keeps the product (and our clients) moving in the right direction, while our policyIQ support team provides the highest quality support to every user.

This Thanksgiving, we give thanks for all of YOU, our clients – and we thank you for letting us continue to do what we do.

This entry was posted in Customer Success and tagged , , by Chris Burd. Bookmark the permalink.

About Chris Burd

Chris is the Managing Director of the policyIQ group at RGP. She gets geeky about compliance and technology, and gets to spend every day working at the crossroads of the two. With policyIQ since 2005, Chris has worked with hundreds of policyIQ clients to implement technology and enhance their internal compliance environment. In the past few years, she's focused on enhancing policyIQ's offering as a Conflict Minerals and Anti-Corruption tool. In past lives, Chris worked as a system implementation consultant, a e-commerce specialist, a customer service call center manager, and - for one short but memorable summer during high school - a machine operator on midnight shift in a plastics factory. In her free time, she spoils her nieces, volunteers at her local food bank, and spends more time than she should taking photos of her cats. She would like to be a rock star when she grows up.

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