Hi David, This process is very cumbersome for the customer. Maybe it works great for BMC, but for customers it is as BAD as it can be.
Another idea is: Get you account managers to actually pay visits to customers, get and compile and document feedback from teh client's management, business analysts, developers and system administrators; the account managers should record all the enhancement requests and the account manager should create the RFEs on behalf of the customer; of course you can have the customer validate the RFEs before submission. How about that? This way, the customer does not need to WASTE any time TYPING the RFEs. And the account managers would be the ones checking for duplicate RFEs, etc. Does this sound reasonable? Seems to me the account managers should have enough bandwidth to take over this. Moreover, it would actually allow them to REALLY know what their customers want and need, and how the products are used. BMC should really brainstorm about all this and come up with solutions. You just need a little common sense and willingness. I believe all those cool-aid drinkers MBAs at BMC should stop thinking about their bonuses and start to get their act together to come up with ideas that work for BMC AND the customer. Guillaume ________________________________________ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Easter, David [david_eas...@bmc.com] Sent: Thursday, April 28, 2011 3:47 PM To: arslist@ARSLIST.ORG Subject: Re: RFE (No Plans to Implement) RFEs can be looked up here: http://apps.bmc.com/server/available.cfm?fc=REMDEFECTS It's the same place you look up Defects. So today, if you thought of an RFE, you can go to this location and type in the keyword to see if someone else has put in an RFE on the topic. If you find one, you have a couple of choices... 1. Nod your head and do nothing. In that case, the processing of the RFE would continue on without any additional influence. 2. Log a second RFE from your Support ID. This will result in the second RFE (yours) being marked as a duplicate - but if enough customers request the same RFE, a higher priority/demand for the enhancement is conveyed to BMC. In some cases, this can even reverse an RFE that has been declined (not always, but sometimes...). -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
