When we started BrainKeeper, it was of critical importance to us to create a company that would be transparent in all aspects of the business where we felt our clients could help us. Also, being a Software-as-a-Service company, it is essential that the value of our product be evident and obvious every single month. Having to prove ourselves every month keeps us hungry, and being transparent makes the relationship with our clients more like a partnership than a vendor and a client.
We actively work with our clients to define new features and functionality. When someone has a great idea, they get the benefit of having a seat at the product development table to make sure the feature meets with their needs, while our product managers can ensure that the overall product vision is kept intact. When our employees get to hear directly from the people who use our system every day, and our clients get to hear how their ideas fit within the full product, both sides benefit enormously.
In addition to enhancement development, we also keep a full listing of Support Tickets that have been added by everyone in a company. We don't try to hide our mistakes- we would rather get them out in the open so that they can be resolved quickly and completely. The more people we have who help us diagnose and repair problems, the better the solution will be.
Seeing how defects are resolved and how enhancements are developed for BrainKeeper help us show our dedication to our clients. There is nothing we love more than to hear about a client who has had great success because of an enhancement we were able to add that helped them get more value out of our product.
