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How one person provides high quality support to 4 million application users

Brian Cervino on how he supports Fog Creek Software’s four million strong user base for Trello:

As we pass four million Trello members I thought it would be a good time to share with other small software development teams the fact that providing high quality support doesn’t have to be expensive or impossible.  This includes a one business day initial response window for all newly created cases and making sure to follow through on all open cases until resolution.  With just a few tools and some dedicated time, it is possible for even just one person like myself to support our entire member base.

Pretty damn impressive.

By Josh Richards

Josh is a consulting network/ systems/ cloud engineer, freelance high stakes IT project manager, and former technology executive. He has consulted on information technology matters for over twenty-five years. In 2006, consulting became his primary source of income (just before the global financial crisis!). He’s a big fan of craft beer, freshly roasted coffee, artistic burlesque, good food, and applying science and reason to problems and opportunities small and large (and just for fun). When he has time and energy he also likes to get out on his bike or attend a soccer match.