Turning customer feedback into our action list
Turning customer feedback into our action list
27th September 2024:
We’re now in the second week since our transition away from MYOB, and you can continue to follow our progress on my LinkedIn and our blog.
I’ve received an overwhelming response from many of you, and I’m working hard with the team to get back to everyone as soon as possible. The level of engagement has been energising, and we’re diving into every aspect of our customer feedback to ensure we’re delivering the best possible experience.
Moving Forward
We’ve already started implementing changes in the areas of support and communication with our customers, and we’re hearing great things from those who’ve noticed the improvements. While we’re not finished refining our approach, we’re committed to making steady progress.
To streamline support and development, I’ve removed the middle management layer between our support team and programmers, temporarily taking on that role myself. This allows for more direct communication, and we’re working on new processes to keep you updated on your tickets and progress—automation features are on the way!
On the development side, we’ve introduced a kanban system for task prioritization. This gives everyone in the team more visibility, and soon you’ll be able to track progress and due dates directly through the customer portal.
Our focus is on simplifying everything so our programmers can focus on resolving issues quickly, and our support team can offer more effective assistance.
Tackling the Details
While bugs and glitches are always our top priority, we’re also addressing some of the finer details our customers have highlighted. We’ve been working on smoothing out some of those “almost perfect” features that just need a little extra polish. Here are a few things we’ve updated:
- Context-sensitive help
- Payment surcharge handling
- A quick credit option for faster credit notes
- Improved grid functionality, including remembering column sizes and sorting
- A compact mode for displaying more data on screen
- Softer color scheme for better readability
- Adding missing merge codes and fields in grids
- Updates to deposit payment handling
These are just a few of the updates we’ve rolled out, and we’re gathering more feedback every day. As we continue making improvements, we’ll keep our blog, LinkedIn, and release notes up to date.
MYOB Integration
Optimising our integration with MYOB has been a firm focus, and we’ve been working closely with their team to improve its seamlessness. Our goal is to ensure smooth and reliable syncing between systems. Rest assured that if there is a pause in integration, all data will be synced as soon as the connection is restored.
What’s Next?
Our support team will be reaching out and reviewing customer help tickets. While I had hoped to personally connect with each of you, our goal is to address everything as quickly as possible. If you feel the need for a direct conversation, don’t hesitate to reach out—I’m always available for a chat, though it may take a bit longer than usual right now.
The Future of Tall Emu
While I could talk about future plans involving AI, automation, and customisation, the priority right now is to make sure the basics are running smoothly. Once we’ve perfected the essentials, we’ll discuss those exciting features down the line.
Two weeks ago, the night before signing the agreement, I was filled with a bit of nervous anticipation. But now, I feel confident about where we’re heading. We’re on the right track, and the positive feedback you’ve provided reinforces that.
There’s still work to do, but instead of talking about it, we’re getting back to it. More updates to come soon.
Thank you for your continued support,
Mike Nash
CEO
Tall Emu