What is your process for regular platform reviews and system development?

As part of our commitment to ongoing product and service improvement, we regularly gather feedback from our clients and their beneficiaries. Clients are able to submit suggestions for new features and changes to the platform.

Annual Review meetings

Annual review meetings are held between you (the customer) and your nominated Made Open Account Manager. These meetings are held face to face in person or online. At these meetings we gather feedback and review progress against key performance indicators. Meeting minutes are taken at every review meeting and tasks / actions are created.

Customer Service Portal

You (the customer) has access to Made Open's service portal for ongoing customer support. You can use the portal to record any bugs identified, issues or add requests for improvements. Bugs and issues reported are dealth with by our team in accordance with the terms outlined in your service level agreement. 

Client surveys

We send a yearly survey to all our platform clients. All feedback is analysed by our leadership team and discussed with our design and development team. Suggested improvements are then added to the long term product development roadmap or backlog.

Made Open network / webinars

We encourage all our customers to sign up to be part of the Made Open innovation network. We run regular webinars where we invite Made Open members to provide feedback and share stories of success in an open and trusted environment.

Impact reporting

Platform reporting, user feedback and website statistics help us gather feedback and understand the impact of our platform of the community.

Impact reporting is presented to our customers via monthly reports and access to data / stats / google analytics at any time via the CMS.

In addition, all platforms are linked to Google analytics for further intelligence relation to site visits, demographics, popular pages, where users are coming from etc.