SiberLogic's Quality Manager shares these insights on how technology is helping his team:

"We have developed a suite of many hundreds of automated tests that check every significant aspect of the SiberSafe user interface and evaluate every significant use case of SiberSafe functionality. The results of these tests determine whether or not each version of the product performs as expected and can be approved for release, or whether it must go back to development for further attention and retesting.

New automated tests are developed along with every new feature built into the product, and all tests must be successfully run multiple times before any version of any SiberSafe product is approved for general release.

We also perform regular loading and scalability tests to ensure that our customers don't encounter any performance bottlenecks. Also, many of our larger clients appreciate a very reassuring feature of our software – embedded performance monitoring and diagnostics functionality. This means that SiberSafe can transmit automatic notifications with diagnostics information if the software response to a user action is slower than expected."

Our Professional Services Director explains his team's part in the quality process:

"Professional Services team members are often the first visible link in the quality chain, so we work to a solid and robust implementation methodology, with clear responsibilities and deliverables. This way, we eliminate any risk of misinterpreting customer requirements, and we ensure that proposed use cases are both suitable and applicable. We involve each customer early on in the design process for their specific solution; we configure SiberSafe to perform a fully-documented set of custom use cases; we train the users on them; and we leave all of this documentation with the customer for ongoing reference."

The head of SiberLogic's support team elaborates:

"Our support service goes beyond reactive response to queries and issues raised by our customers. We stay in close touch with all of our users, proactively identifying their deadlines and commitments and any issues that may impact them.

Our fully automated web-enabled support workflow system is available to customers 24/7, and is the foundation of our support service. We then add a personal touch by proactively calling our clients to ensure our understanding of their issues – many of which can be resolved on the spot.

Of course our customers' priorities can dynamically change as their business needs evolve. With input from our clients we perform regular re-prioritization of any previously opened support issues This helps us to ensure that those issues that make the most difference are resolved first.

And we do actually measure the value of our quality. The introduction of regular customer satisfaction surveys means that we can dynamically change our processes in response to what we hear from our users so that we can better serve their needs."

Finally, a word from the SiberSafe product manager:

"Internally we use SiberSafe Definer, our own powerful product knowledge management system, to develop, accumulate, share, relate, trace, and navigate SiberSafe product knowledge through all the stages of its lifecycle, from Market Research, through Business and Functional Analysis, into Development and Testing, and onwards to Documentation, Training, Support, and even Marketing. SiberSafe Definer ensures that each group within SiberLogic has the information they need to produce accurate and consistent output, helping us manage our business and functional requirements, and synchronize the development of product documentation, training, and marketing materials."