Proposal - OFN Product Overview

Hi all, Lynne has asked me to investigate how we can incorporate the new product map with our CRM software, VTiger. The good news is it’s actually quite simple.

Even with the most basic VTiger package (which we use in the UK) there is a picklist called Category within the Cases module. I have added the following product map tag to this picklist:

All our support requests are automatically turned into Cases when they arrive in VTiger. So it is simply a job for the support team to assign cases to the most relevant category / product tag as they come in.

I have set up a report in VTiger which shows how many times that product tag / category was assigned to a Case each month so we can start to see which product tags are causing our enterprises and shoppers the most problems. I would be happy to make a little video or explainer to show exactly how I’ve done this in Vtiger if that would be helpful to anyone?

An important next step is to create a very clear description of what each Category refers to within the product. This will help all support teams to be clear about what kinds of issues map to which categories so that we can be more confident that the numbers accurately reflect the areas of the product we intend them to.

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That´s awesome @Jo_daSilva!

I have set up a report in VTiger which shows how many times that product tag / category was assigned to a Case each month so we can start to see which product tags are causing our enterprises and shoppers the most problems.

This will be very useful to help quantify the problems our users face with different product areas, a challenge that we currently face in the product vision process.
Could you share these reports, maybe in #analytics channel?

An important next step is to create a very clear description of what each Category refers to within the product.

For this the more detailed version of the product map on the Miro Board should give guidance, as it specifies the sub “categories”, almost on a feature level, like here for 1.2. Offer Management:

Hi Jana, thank you and yes I’m happy to share the reports with the wider team. Jo

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For support teams that don’t use VTiger … is there another way to feed into the product map?

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Yes :slight_smile: You can use the same labels to categorise your issues and report back monthly on how many issues arose from each category. Then we can compile your numbers too.
Sharing the process you use to categorise your issues might be useful for others.

Hi everyone! Particularly product folks and support folks…

I’ve had a play summarising the UK’s support requests as mapped to our product map for February.

You can take a look here.

I wonder if anyone would like to talk more about getting this data for each instance? Personally I think it would be awesome, but very much needs to be done in collaboration with support teams.

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Added for March :slight_smile: