Our development team uses an “agile” software process, which means that we work in a series of two-week plan->code->test->polish iterations. As we complete each iteration, we install a small new feature set on our internal production server for alpha testing. Each iteration completes a small portion of the overall development plan. After two-to-ten iterations, a whole set of features that have passed QA are designated as complete and we build a final release and announce it to our customers.

1. Managing New Features

Our no-code workflow application platform manages this process for us in several ways. First, it manages our feature wishlist and roadmap. We have a parent project called “Future,” which contains subprojects that stage all of our feature ideas, enhancements and strategic goals that are not on our immediate roadmap.

A second project is called “Planning Queue,” and that project contains all of the tasks and projects that we plan to complete in the next two releases. We simply drag and drop the appropriate features into this “Planning Queue” project as we approach the iteration they will be developed in.  Over time, our product management team prioritizes these items, plans their details and reviews them with the development team to ensure they are technically sound. We work together to refine the time estimates and identify possible problems, so that all the basic details are decided by the time we’re ready to start working on each task.

2. Controlling Iterations

Second, HighGear manages our iterations. At the start of each iteration, the development team sits down and pulls the top items from the planning queue into a new project for the iteration. They select a set of tasks that can be completed within a two-week iteration, and then they plan those tasks in detail. All of the decisions and designs that they create are recorded in HighGear tasks. Then, throughout the iteration, they track their progress and time spent in those tasks, record notes about their designs and code and close the tasks when they are complete. To help us all stay coordinated, HighGear sends e-mail notifications to the team when tasks are updated and closed and we have a “burn-up” chart report that is sent to the team every day to compare our closed tasks to our goal.

Example Burn Up Chart

3. Streamlining Customer Support

The third thing that our no-code workflow automation platform manages is customer support. When a new e-mail request comes in, we use the new beta version of our two-way e-mail processing feature to automatically create a task for the request and log the time that it came in. Then, as our support team and the customer reply to each e-mail, all of the replies are logged in that task. Screenshots or attached files are also extracted from the e-mails and attached to the task. When the issue is resolved, the task is closed. Along the way, HighGear e-mail notifications inform the team about the state of the active support cases, and the support task list reminds us about support requests that have not been resolved and questions that the customer has not replied to in a while. These tools help us ensure that no customer request is forgotten or mishandled. We use the same process for support phone calls, although we have to update HighGear manually after each call.

Shifting into HighGear

The common thread among all three of these processes is that HighGear BPM software holds all of the information about our plans and our current work, as well as the status and progress of the tasks that we are working on. As a result, we almost never lose track of a project or request. We don’t forget about our bigger plans while we’re working on the details. And we can predict and evaluate our development timelines, support responsiveness and team productivity. All these benefits are extremely helpful to me as the product leader and to the individuals and teams that work on our product.

In future posts, we will be discussing the ways that we use HighGear to manage other parts of our business and we may even highlight some of our customers’ processes if anyone is interested in sharing. As always, if you have any questions, feel free to comment below. For more information about HighGear, please contact our sales team or request a demo.

About Josh Yeager, COO

As HighGear’s COO, Josh is responsible for managing the Product Development, Professional Services, and Customer Support teams. His eye for detail and quality are what drive the company forward in its pursuit of excellence.
He’s been at HighGear since the very beginning, helping to build it from the ground up as its co-founder. First, he was responsible for leading product design, but as the company and his experience grew, he took on more management responsibilities, eventually becoming HighGear’s Chief Operating Officer.
He’s a graduate of the University of Maryland. Prior to HighGear, Josh worked on veterinary pharmaceutical reference software and custom business applications.
He’s married to his beautiful wife, Tara, with whom he has four children. In his free time, Josh loves nothing more than enjoying a good book.

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