Dream Factory by TruBridge Ideas Portal
A CPSI employee verified that they review situations in their internal system instead of myCPSI. By not "dog fooding" their own product, they will be blind to inefficiencies that their users experience while using myCPSI. For example, apparently filtering in myCPSI by "Only Escalated Sits" does not work, but does in CPSI's internal system (again, according to the CPSI employee).
Other issues I've noticed with myCPSI:
Regarding CPSI representatives "dog fooding" their own products, I have previously mentioned specific action numbers within a given SIT and the representatives do not know what I'm referring to. In the attached image, I've circled the action number in red.
When a CPSI representative responds to a SIT, sometimes their display name shows as "Customer Action" (see the highlighted yellow text in the attached image). I'm not sure if this is intentional, but when this happens I don't know if I'm speaking with the same person or new representative. If it's a new person, I may edit my response to provide more context so they're able to better assist me.
There is superfluous text in representatives' responses. For example, in the attached image circled in green, the representative prefaces their responses with "Call-Bk Memo: See customer ICMS callback action: #". I'm not sure why this is needed. It creates visual clutter and forces me to hunt and find the representative's actual response.
Especially for new myCPSI users, the use of abbreviations like LVM, GOL, ICMS, CW5, CL5, IF, TWC, TUX, CPCB, UBL, etc. are too cryptic. It would be better if these were always spelled out or, preferably, easy to lookup while remaining on the same webpage.
There is no clear distinction between who's who in a given SIT. Yes, there are "Display Name" fields, but those don't always indicate the user's name (see bullet point #2 above) and, more importantly, each response looks the same – there's no visual indication that I or a representative responded.
For contrast, Apple's group messaging largely gets this right (see attached) – my responses are in blue bubbles and right-aligned while other users' responses are in gray bubbles, left-aligned, include their full name, and have a profile image.
While creating a new situation, I find it tedious to see all the application support groups and sub-groups available (let alone pick the correct one). I ended up scrapping the HTML for these dropdown fields and placed those groups in a Google Sheet that I can search (Ctrl + F). It makes filling out new SITs easier and quicker.