Tuesday, June 14, 2016

Automation is your statushub's best friend

When people start using statushub, they dip their toes in and do manual updates. And this is a great way to understand how you can start building trust with your customers you’re getting to subscribe to it. You’ve made sure to promote it to your customers as a great way for them to stay-in-the-loop to trust your service availability.

Your business grows. The complexity of your systems grow. You take on more tools to help manage and interact with customers. You add these to your statushub. It’s great. Now your customers can even know if something like your chat support is unavailable, or you’ve maintenance works or upgrades coming on stream and you’re increasingly gaining their trust.

Now, the person you’ve had doing those manual updates has gone from the valuable position you had them into a statushub administrator. You’ve lost productivity. Lost their value to your business, and odds are you’ve made them disinterested in working for you. Hey, we’ve been there. Before we owned statushub, we were users ourselves and even we fell into this trap.

With statushub having the ability to connect to monitoring tools you already use like Pingdom, or be able to be connected to tools you use such as Still Alive, Nagios, SolarWinds, PRTG, AWS  CloudWatch, Microsoft Azure Alerts, OpsView and a host of other monitoring solutions that fire off emails, you can connect to services like PagerDuty to bridge the gap between your statushub and your monitoring software.

The average time spent by a user updating a single service status manually is anywhere between 2 and 5 minutes by the time they access their password locker, get the details for the login, get into it and make the updates. Sure, doesn’t sound like it’s a time sink right? Well, as you grow, these updates will become more frequent as just a fact of life (and it’s normal - really, customers  accept it as a norm of online services), but these all add up, and your designated person to do these updates gets snowed. And it sucks. For them. For you. For your customers.

Automating it also makes sure that the updates are standard. They’ll also form the consistency of how you communicate that trust and transparency. And more importantly, this will let your statushub help you create a simple strategy around trust management and customer experience in a simple yet methodical way while saving time, focussing your biggest cost and resource (your staff) to deliver better values to your business needs, and your customer needs which form the backbone of creating a great customer experience to build your service revenues from.