February 12, 2010

Adding Performance

Posted in Business, Technology tagged , , , , , , at 12:46 pm by lindaslongview

I got one of my clients to use BaseCamp (very cool workplace networking and project dashboard platform).  It was clear to me that they could benefit due to the geographic diversity of their team and their need to increase visibility of their project work.  For this client, BaseCamp was instantly successful and they now collaborate more effectivley (than before) commercializing some very promising technology.

BaseCamp itself solves project visibility issues for team members, but instantly creates the proverbially “cannot see the forest for the trees” problem for project managers (PMs).  It’s just not possible to get a top-level, Gantt view of projects, tasks (to-dos), and milestones inside BaseCamp.  But….

TeamDirection makes both a stand-alone Gantt chart product (IntelliGantt) and an MS Project Add-in (aka IntelliGantt) that interfaces directly with BaseCamp giving PMs an immediate Gantt view.

I became a raving fan even before I spent a penny with them.  Here’s why….

I noticed in the Trial IntelliGantt Add-In (FREE) that my BaseCamp imports of completed-tasks were not shown as complete yet associated Milestones indicated progress in MS Project.  I wrote to John at TeamDirection and explained the problem.  Over the course of a few days, we worked together by phone and by web – John even joined us at our BaseCamp until he understood and could resolve the problem.

The fix was dramatica wow moment, like putting glasses on for the first time! The quality of the data import was now high fidelity and aligned exactly as I would expect to see it in MS Project. I loved even more that he thanked Linda on the software update for helping them.  :*)

What made this interaction special is that TeamDirection clearly adheres to my three favorite (long view) customer service mantras (previously blogged at Rocking Customer Service):

  • Build relationships with your users. Creating connection encourages honest, timely communication.
  • If your customer calls you to complain or seek advice, THANK them, encourage narratives, and listen for information in the details.
  • Fix what isn’t right without excuse and be grateful for the opportunity.

Thanks John and TeamDirection!

If you are BaseCamping, are you IntelliGantting? (I’m buying the Add-In!)

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