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Hi Ben - this is hard for me to read. See my feedback in bold. I appreciate your contribution regardless.

Hey All!

Thank you so much for participating in the community. I'm Ben Robbins, one of the Product Leads with Workfront and wanted to recognize that we've heard your feedback. We are always grateful to hear from our customers and their experiences with the Adobe Workfront . - Multiple WF team members have commented on this thread. We are aware you have 'heard' us. Please tell us what you are doing with this information. It's not a matter of 'hearing' us it's a matter of what you are doing with this information.

With the transition to the New Workfront Experience we have moved carefully to ensure the optimal experience for our customers. To create a future ready and quality experience, some tough choices had to be made and not every functionality was migrated nor will every feature work at complete parity with classic. These decisions are generating favorable results. - The NWE has been rolled out for almost two years or so. We were instructed to bring our team members over NOW because Classic would be going away. This was encouraged despite the degradation of performance customers have detailed.

From a performance perspective we’ve seen improvement in the overall operation of the New Workfront experience. One highlight to call out would be a 32% year over year performance increase in the top 25 most visited pages by our customers. We're coupling those improvements by monitoring customer reported experience around tasks and lists. - What performance metrics are you measuring this again? Is it 32% over all users, just certain pages, just certain parts of the program, etc.? Providing this metric seems like a red herring without any insight into what this information is referencing.

We welcome opportunities to discuss your experience in further depth so please reach out to your customer success manager or support for further dialogue. - This part in particular is challenging to me. Is there a SLA on when you expect an item to be resolved with a customer calls you? For instance, is more than 3+ calls about the same issue, more than 6+ calls, more than 10 emails feel like a sufficient use of time by your customers? Is there a SLA for an expectation of when or how long a problem should exist before it's an escalation? I don't submit tickets any more because frankly spending call after call after call is not productive.

We've had three? four? "Customer Success Managers' in the past three years. Our last I did not even get notice left the company so I reached out to their boss and she ALSO left the company.

I know some of these things can be accounted to 'growing pains' and I am not one for being negative nelly. However, it seems the community is the only true way to get anything acted upon.

You may not have intended your response to be but it came across as very patronizing without providing any real specific instances of addressing the issues.