Published by Joannes Vermorel at https://blog.lokad.com/journal/2007/5/22/upgraded-customer-support-system.html
Lokad was somehow lacking an industrial-strengh customer support system. In order to improve our customer assistance services, we have just started a new dedicated application for customer support on support.lokad.com.
you can’t optimize what you can’t measure.
For our customers, this dedicated application means the possibility to track the status of their support tickets. For the Lokad staff, it makes possible to actually measure on a regular basis how well we are doing with with customer support.