Improving adhoc support process for an early stage product. The process needed to be scalable with product growth, and provide feedback to guide product decisions. We conducted a discovery phase to identify core requirements, and proceeded to establish a triage and escalation system. Outcome highlights include a 20% decrease in average time to first response, and the time to close tickets is trending downwards.
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Qantas Hotels reached out to us to help them hire new junior developers into the team and provide these new hires with support in the form of a dedicated customised training program. The aim of the engagement was to hire great recruits, increase engagement and retention of existing staff, diversify the team, introduce new perspectives and ideas, invest in the team, and create a training program that could be used again in the future.
Read the case studyWould you like to improve team effectiveness and productivity? Got a project you think we can help with? Interested in leadership coaching or engineering training? Basically, want to work with us? Get in touch: gday@blackmill.co and we will be in touch in a jiffy.
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