Short answer: AlibeeZ support has handled 3,287 client requests in four and a half years, and most of them are not incidents. They are requests to go further with the tool: generate a report, add a tag or a business rule, run a bulk import, connect the solution to an accounting package or a BI tool. The job of support is to turn those requests into product improvements.
The short version
- The volume: 3,287 client requests in four and a half years.
- Who answers: Lisa, project manager, who also runs client support.
- What clients ask for: reports, tags, business rules, bulk imports, accounting or BI connections.
- The nature of the requests: "how do we go further with this", rather than "this does not work".
- The two outcomes: the tip given straight away, or the need passed to the development team.
What the content of the requests says about the product
The list named in the video is more informative than the volume. Five subjects recur, and all five are about fitting a context rather than fixing a fault.
| Request | What it reveals | Where it is handled |
|---|---|---|
| Report generation | Every firm looks at its numbers differently | Customisation |
| Adding tags | Analysis axes change as the organisation does | Historised tags |
| A new business rule | Approval rules are specific to each firm | Configuration or development |
| Bulk imports | A data migration, a merger, an acquisition | Project support |
| Accounting or BI connection | The solution lives in a system, not alone | Integrations |
In other words: in a services ERP, the support question is almost never "does it work". It is "can it also do this, here, with our rules". That is exactly the test we describe in Custom fields: the test that shows whether an ERP really adapts.
From ticket to roadmap
Lisa's point is that a support request is a product signal. Two outcomes are possible, and they are not exclusive: give the tip immediately, because the answer already exists in the tool; or pass the need to the development team, because it does not exist yet.
That short circuit is nothing remarkable in a small organisation: it is in fact its main advantage over an industrial-scale vendor. It requires two things: that the person receiving requests understands the business of the person sending them, and that they have direct access to the people who write the product. It is the same logic described in the product approach: technology is worth nothing without an understanding of how the tool is used.
Video transcript
Full transcript, translated from the French and lightly tidied for reading.
Hello, I'm Lisa. I'm a project manager and I handle client support at AlibeeZ. That comes to a total of 3,287 client requests over four and a half years.
Client requests are mostly about generating reports, adding tags or a business rule, running bulk imports, or connecting AlibeeZ to an accounting package or a BI tool. In short: how do we go further with the tool?
My job is to turn those requests into opportunities to improve, sometimes by giving the right tip straight away, sometimes by passing the need to the development team so the solution evolves. My advice for a new user: AlibeeZ is very intuitive, but the moment you have a question, we are here to help.
Read next
- Customisation : fields, tags, rules, workflows, reports and alerts.
- Integrations : accounting, payroll, CRM, BI, SSO and API.
- Contact us : ask a question or request a demonstration.
Frequently asked questions
How many requests does AlibeeZ support handle?
3,287 client requests over four and a half years, according to the figure given in the video by the head of support. Most of them concern advanced use of the solution rather than incidents.
What are the most frequent requests?
Report generation, adding tags and business rules, bulk imports, and connecting AlibeeZ to an accounting package or a business intelligence tool.
What happens to a request the tool cannot answer?
It is passed to the development team as a product need. That is the short circuit a small team allows: the person who takes the request works alongside the people who write the solution.
