Knowledge Partner
Knowledge Partner
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Micro Focus forums: an untapped resource?

These Product Support Forums are monitored by the Knowledge Partners and other knowledgeable volunteers who are only too eager to help visitors resolve issues with their products. Over time, as more issues are resolved, these forums become a repository of solutions covering a wide range of products and issues.

In an effort to avoid issues that others may have already encountered, some visitors may choose to browse the forums to gain a sense of what they may face before installing a product or upgrading to a new version of a product. Others may have already encountered an issue and instead turn to an Internet search engine which may, in turn, direct them to a specific forum post if the issue has already been resolved in one of the forums. These are just some of the ways these forums provide support to Micro Focus customers. But can they do more?

Like other vendors, Micro Focus does market research to determine how best to meet the needs of their customers or potential customers: They request feedback after closing a Service Request; They provide a portal where Product Enhancement Requests can be submitted; And, they likely have other means of soliciting customer feedback too. But what about the forums themselves? Could not the forums also provide a unique perspective to Micro Focus?

These forums deal with real world situations covering a wide range of products and system configurations. Here are a few examples of what Micro Focus could learn from the information contained in these forums. I'm sure others can provide additional examples.


  • How products are deployed and what customers expect them to do.
  • Issues related to specific configurations.
  • Recurring issues.
  • Continued use of unsupported products.
  • How the lack of a specific feature is impacting a customer.
  • Customer devised workarounds.

IMO, both Micro Focus and customers could benefit greatly if Micro Focus product teams would review forum content when planning new product releases. The forums offer an additional benefit that may not be available from other market research sources: They allow product teams to ask follow-up questions, either publicly or privately, to gain a better understanding of a particular situation.

Is it not time to make better use of the wealth of information that these forums contain?
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Kevin Boyle - Knowledge Partner - Calgary, Alberta, Canada
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3 Replies
Community Manager kgroneman Community Manager
Community Manager

Re: Micro Focus forums: an untapped resource?

Hey KBOYLE:

>IMO, both Micro Focus and customers could benefit greatly if Micro Focus
>product teams would review forum content when planning new product
>releases.


Some do.

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Kim - 7/3/2017 10:00:31 AM
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My computer used to beat me at chess all the time, but then I changed the competition to kick boxing.......
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Community Manager kgroneman Community Manager
Community Manager

Re: Micro Focus forums: an untapped resource?

Kevin,

These community pages have thousands of messages posted all the time. Most
are inquiries about how to do or how to fix something. There's a reason that
these are peer-to-peer support. Our product teams don't have the resources nor
time to monitor *all* the discussions as we get hundreds of posts every day
across our community. You pointed out our Knowledge Partner program. As you
know, Knowledge Partners take important information they find in these forums
and pass it to Micro Focus employees. They act like sort of a filter to get
the recurring problems, bugs, etc. back to Micro Focus. You also pointed out
we have ideas/enhancement sites where customers and potential customers can
give direct feedback about what they want to the engineering teams, so what
you are suggesting is already happening.

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Kim - 7/3/2017 10:20:04 AM
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My computer used to beat me at chess all the time, but then I changed the competition to kick boxing.......
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Knowledge Partner
Knowledge Partner

Re: Micro Focus forums: an untapped resource?

kgroneman;2460843 wrote:
Our product teams don't have the resources nor time to monitor *all* the discussions as we get hundreds of posts every day across our community.


HI Kim,

Of course, you are correct and that is not what I was suggesting.

I'm aware that some Micro Focus employees do participate in the forums and are therefore aware of the information they contain. I know there are internal groups who review customer feedback from other sources but because the forums provide peer-to-peer support and there is not any official Micro Focus participation, I suspect some Product Teams may have overlooked these forums as another valuable source of customer feedback.
_____
Kevin Boyle - Knowledge Partner - Calgary, Alberta, Canada
Who are the Knowledge Partners?
If you appreciate my comments, please click the Like button.
If I have resolved your issue, please click the Accept as Solution button.
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