Needs & Feature Requirements - IT Help Desk & Customer Service Software

Documenting feature needs and requirements is the most important step in the process of purchasing a new call tracking system or any new software or cloud service. It is also the most difficult step. It is important to solicit feedback on requirements from all the people that will be using the new system. Using this approach, all the stakeholders will be part of the purchase process and feel ownership for the new system. They will be much more inclined to fully embrace and use the new system. There is often organizational inertia that has to be overcome with a new call tracking system or any new application. Getting people to do things differently is sometimes hard to accomplish.

We suggest that you schedule 45 minute meetings twice per week with appropriate stakeholders until you have fully documented and prioritized your new product requirements. It is often difficult to get started on this kind of project because the everyday tactical responsibilities and distractions can sometimes consume your day. Before starting this project, make sure to get a firm commitment from senior leaders so they support this process and the necessary time required. Put a deadline on the requirements gathering process, work diligently toward that goal, and provide updates to senior leaders during the process.