CallidusCloud WorkFlow Bug Tracking Software
CallidusCloud WorkFlow comes equipped with a pre-programmed bug-tracking process that you can tailor to your needs. The centrality of communications is ideal for quick resolution since access to the information can be granted to all levels of your support staff and to your customers as well. This facilitates strong communication between those experiencing the bug and those tasked with fixing it. CallidusCloud WorkFlow facilitates efficient resolution and transparency. This builds good will with clients and can take the negative experience and frustration of the bug and turn it into a positive experience with a comprehensive service-oriented response. It also reduces or eliminates employee frustration and raises morale through improved clarity of individual assignments and responsibilities.
After encountering a bug, the last thing internal or external customers want to do is jump through hoops in order to report it. If the process for reporting bugs is cumbersome, it adds to the user’s frustration, or worse, they don’t bother reporting the problem and the same bug will keep frustrating other users.
CallidusCloud WorkFlow allows your internal and external customers or partners to easily or even automatically report bugs from anywhere, including directly from your application. There are several options available:
- » automatic bug notice creation via web service API,
- » embedded bug report widgets,
- » embedded bug report URLs,
- » automatic notice creation from emails,
- » automatic rule-based alerts from tweets, or
- » automatic rule- based case creation from tweets.
While not having any bugs is the ultimate goal for all of us, the next best thing is tracking and resolving bugs expeditiously and satisfactorily. Most companies, however, don’t have unlimited resources so that personalized updates can be given about every issue.
With CallidusCloud WorkFlow Bug Tracking Workflow, from the moment a bug has been reported, customers will feel informed and confident that their problem is being addressed.
After filling out the personalized form, customers are emailed a confirmation, with a bug-tracking number, along with a link so that they can conveniently track the progress 24/7 and participate in the resolution.
The links can include secure token technology eliminating the need for login ID and password, while providing secure access. This is just one great user experience feature offered by CallidusCloud WorkFlow.
In addition to being able to access their case with one click, customers also get automatic updates as their bug is moving through the process, every step of the way, without any extra work to keep them in the loop. Clients are also automatically notified if their help is needed to reproduce the bug.
In today’s fiercely competitive market, demands on your development and support resources are constantly increasing. Bugs and other issues are ever more complex and the level of multitasking is constantly growing. At the same time, less and less time is available for training or bringing aboard new hires.
CallidusCloud WorkFlow Bug Tracking software allows you to eliminate mistakes and inefficiencies associated with re-inventing the wheel syndrome. It comes with a pre-defined and enforceable Bug Tracking workflow.
The intuitive setup wizard allows you to personalize the default workflow, or create and personalize additional processes to perfectly fit your needs.
For example, not every reported bug is really a bug. Sometimes the issue was a result of:
- » incomplete or inaccurate documentation,
- » lack of training, or
- » inability of a feature to support a particular user case.
CallidusCloud WorkFlow can easily be used for those complementary processes, such as:
- » Workflow for developing or improving documentation,
- » Workflow for improving existing or developing new features,
- » Workflow for developing use cases,
- » Workflow for developing test cases, and
- » Workflow for improving interactive training.
Virtually everybody can improve their bug tracking and resolution process. We all know that there are things that we could be doing better, but finding the time to identify those things is a challenge. While this identification is vitally important, by its nature it is not as urgent as fixing current bugs. Thus, in most organizations, it remains on the backburner.
Within weeks, if not days, CallidusCloud WorkFlow will help you pin-point your problem areas. The built-in analytics will easily help you identify bottlenecks in your bug tracking and resolution process.
You will quickly be able to understand which tasks are taking longer than they should. You’ll be able to pinpoint which resources are overloaded and which are underutilized. Similarly, you will also be able to identify the most common causes of bugs, such as most buggy modules, so that you can address those internally or with your outsourced developers and decrease the overall number of bugs in your system.
Your internal and external customers are increasingly more demanding. In today’s world of tweets, social networks, and blogs, anything perceived as issue deflection or undue delay in bug resolution can result in instant and massive backlash. With such high customer expectations and many outlets where customers can voice their dissatisfaction, prioritizing what to work on next, and who should be working on what can become overwhelming.
- » Assignment Rules
- » Notifications
- » Reminders
- » Escalations
- » Monitoring and Enforcing Service Level Agreements, and
- » Personalized Updates.
Some bugs may be really difficult to resolve. Your first level support personnel may keep asking and re-asking the same questions over and over again. Most often, no matter how difficult fixing a bug may appear, there is an answer somewhere in your organization. Quickly knowing who to ask and how to find the answer is often a bigger challenge than ultimately fixing the bug. Some of the most valuable how-to knowledge is often trapped in never-read internal memos, individual developer’s documentation, individual email inboxes, voicemails, chats or texts.
Unlike those convenient but organizationally inefficient communication vehicles, CallidusCloud WorkFlow allows you to maximize your organization’s talent. For example, there is a built in mechanism for multithreaded discussions within each bug. You can also build a team to deal with your most difficult problems. The team members can consist of your customers, internal resources and your outsourced developers or external consultants. Collectively, they can all work on the problem, exchange ideas, synchronously or asynchronously.