Earlier WE were missing deadlines and the costumers was the losers.
What we learned is that our customer requested an answer on two questions; the first is if their request is possible and the second is when that function will been implement.
The exact date is not the important part, what is important is a regular update of where in the process the development is.
Likewise, is it necessary for the customer service team to know where in the process or stage the developing teams are when the inform our customers – they need to be able to do that with trustworthy promises and deadlines.
The cringe a customer can make a supporter feel is when they do not know what to tell them or have to apologies for the same feature being delayed again and again.
The benefit of using TimeBlock is that both teams are more transparent and the communication flows better as we have same terms to talk from and an overview of our processes.
We can always go back and look at TimeBlock. It is turning everything around so the customers becomes the winners and it reflects back on us.
Not at least the TimeBlock method has changed my way of being present. I know that if something get postpone I will be notified. I do not need to have a half eye on the developing team and my focus is now on what it should be on – the customer service team and the customers.
— Nete Poulsen, Ordrestyring.dk