The IPVM article’s title is really telling. The comments, especially, make our current issues very clear. We need to improve many areas to better support our customers: the ease of using our system management tools, firmware updates, patching processes, response times, and especially our weak handling of Wave issues.
Even though our sales surged during the pandemic, complaints about slow technical support are still common, and many point out our poor handling of Wave issues.
The R&D Strategy team should break down the IPVM article into key points, identify the problems, suggest solutions, and discuss timelines in a video meeting scheduled for next week. It might be helpful to include relevant team leaders.
[Homework]