Thursday, February 20, 2014

We love our customers

Last week we launched all new software to run Lykki.
This has been an 18 month project that was integral to our continued dedication to customer service and innovation. We had outgrown our existing infrastructure and needed to invest in the best that new technology had to offer.

So, did our launch go smooth?
Well, that depends who you ask.
I am happy to say we are up and running with a few bumps that we are quickly solving. The real success is that we have been able to make the conversion!!
If you have ever been involved in a big technology roll out in your company you probably can relate to the statistic that over half of all corporate tech upgrades fail. And the bigger the company, the bigger the fail, like AVON's $125 million dollar 4 year roll out where they started introducing it in Canada before a global roll out and the sales people hated it so much they started leaving the company in droves. AVON shut the project down in 2013.

If you ask me if the conversion when smooth I need to answer no.
I must admit my expectations are exceptionally high though. My only test is the customer. Did we inconvenience even ONE customer the past few weeks? Will we inconvenience customers over the next month? Unfortunately the answer is yes and that rips my heart out. We never want to break the trust our customers have in us.
Our customers are busy doing other things and our job is to uphold our end of our service - customers really don't need to know what we are doing behind the scenes with our software. I am sorry to any customers who may feel some bumps along the way as we roll out.

What is so exciting though is the incredible team we have at Lykki that is responsible for our technology - they have put in thousands of hours on this project with the single focus of building a strong foundation to take Lykki the next 25 years.
Customers can expect to see some amazing features and tools rolled out to make our service faster, easier and help reduce costs.

I am so excited to bring our customers these features - stay tuned and thanks again for everyone's ongoing support.