In a ‘Work Anywhere’ world, businesses today are looking at outcomes. Managing remote working teams has been relatively easy after getting onto Fitbots
Customer Issues Resolution with 85% less turnaround time by bi-directionally aligned teams
Increase in Top of the Funnel (TOFU) leads impacting revenue goals directly
2X increase in speed of release of test cases for improved security.
With OKRs, there was a shift in focus on outcomes and metrics-driven discussions, through shared KRs between sales and marketing. Earlier the weekly calls between the sales and marketing team were more of a discussion on what was happening, and what was going on.
Now, the marketing team knows exactly what help the sales team needs and vice-versa. This also has helped teams in visualizing progress & impacting Organization revenue goals with greater clarity.
For a customer-centric organization like Appknox, it was a top priority to resolve customer issues at the earliest. Leveraging the benefit of OKRs, both the Customer Support team and the technical team picked up the priority as a bi-directional KR and set up a complete process to drive metrics around it.
They set up internal processes to classify Technical Requests (TRs) / Customer Requests (CRs) and set up SLAs as per high / med / low requests. The Technical team picked up the TRs from JIRA and solved it within SLA; the Customer Support managed CRs in the same way.
One of the direct customers of Appknox is Chief Information Security Officer (CISO) whose goal is to have 100% secure applications. In order to help CISOs succeed, the teams needed to create robust test cases from time to time and implement them to have automated assessments. Due to time/resource constraints, the creation and roll-out of test cases always took a back seat. None of the teams took ownership to drive the same.
Through OKRs, the Security team and product team took the customer-value metrics to improve product security. The Security team wrote and added test cases while the Product team implemented those test cases.