Competitive spirit is built into QNOPY’s DNA!

Competitive spirit is built into QNOPY’s DNA! The harder the problem, the more fun our team has solving it. It’s been over six and a half years since Emily Dryden started working with me at QNOPY. Together, we started our Customer Success department. Back then, we sat down and tried to define what “Customer Success” really meant and what exactly a Customer Success Engineer should do. We came to a pretty simple conclusion: Fix the customer’s problem as soon as you see it. And everything was due yesterday! If a troubled user called or emailed, you dropped whatever you were doing and got to work solving their problem.

I had been a database manager and a seasoned SQL programmer. As Emily got better at understanding QNOPY’s data model and writing complex queries, we started competing to see who could solve a bug faster. And believe me, we’ve had some crazy ones over the years:

- Every 19th photo taken continuously would crash the app because the device ran out of memory. Not the 18th. Not the 20th. The 19th!

- Photos taken on a project in the US would somehow show up in China. But only for one guy on that project!

- A user complained that all the data from his sampling event had disappeared. After some digging, we discovered he had been updating the previous quarter’s data instead of starting a new form.

Every customer call was a new puzzle. And every puzzle was a chance to beat the other person to the solution. Over the years, our Customer Success team has grown a lot, but that competitive spirit has lived on. I don’t get to work on support tickets nearly as often these days. But every chance I get, I still jump in and try to solve the problem before someone else does. It’s a game for us. And twelve years later, I’m still playing!

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