Providing great support, a part of a great user experience

Traditionally enterprise applications never provided a great user experience. This is coming to an end with a wave of enterprise applications built, distributed and maintained the same way the great consumer applications are. Watu is part of the new wave of user friendly enterprise applications.

One part of providing a great user experience is providing great support. The only way to know how we are doing is to measure it. Well… measure and compare it. For example, how are we doing compared to other web applications:

watu vs web applications

On average, web applications respond to support requests in 20hs, we respond in 2 hours and 40 minutes. Most web applications get 753 tickets a month, we only get 125. The last one is a tricky number, the more customers you have, the more tickets you are likely to get. But also, the worse you application is, the more you get. Every time we get a question about Watu, every time someone is confused about how it works, we keep track of the expected behavior of the application to later implement it.

A good example of that is password reset. We got to a point where we were getting about 10 emails a week asking us how to log in, register, reset password, etc. Our password reset functionality worked fine, but in many situations it didn’t match the users expectations. One of many cases is when people tried to register and they were already registered because we imported a database from a previous system into Watu. Now we offer a better workflow in that and many other situations, which means, a better user experience.

To be fair though, comparing ourselves against all web apps is too broad. We should compare ourselves to other small companies that are likely to be part of the new wave of enterprise applications. The companies that are working hard to give a good user experience and good support. This is how we are doing:

watu vs small companies

We are still doing great! If you start using Watu, whenever you have an issue, you are very likely to get a reply in a few hours:

first response

But ultimately, what matters is how you feel about Watu, so, why don’t you let us know? We love hearing from current and future customers.

Handling a lot of invoices, another problem solved

Our customers never cease to amaze us. We didn’t expect such a big volume of invoices. We heard your requests for a solution. Today Watu allows you to handle a batch of invoices all together.

You can use date filters as well as one-by-one selection to process only the invoices you want. Once you create a batch of invoices, you’ll be able to download three different CSVs with the details of what is going to be paid. And when it’s paid, with only one click, let your staffers know.

On a separate note, we are also helping you deal with tons of invoices by having several new filters and search tools to handle invoices, pending payments, staffers, etc.

filters and search

When looking at all the self-employed staffers that are pending payment, you can now quickly find them by name. You can also quickly search all the invoices sent by that staffer, both paid and unpaid.

Oh… one more thing, in our knowledge base you can now see a step by step description of how to enter invoices in Watu.

Looking nice in mobile phones

Mobile is the future and we know it. We recently learned that hundreds of staffers are bookmarking direct links to Watu in the home screens of their mobile phones. Now we’ll make you look better, by exporting your icon as an iOS icon. It looks like this:

iPhone icons

If you don’t have an icon or you don’t like your current one, please, go to the configuration of your account and set it. It’ll make you stand up much more in the home screen of your staffers mobile phones.

Payroll, the easy way

One of the most onerous tasks inherent in temporary staffing is payroll.  Processing the pay of tens, hundreds and even sometimes, thousands, of staff per month is time consuming and open to error, especially if the process of collating & calculating pay is over reliant on spreadsheets and man hours. Crucially, errors in payroll have significant knock on effects, whether financial (paying too much or the wrong people) or reputational.

Watu‘s Payroll solves this headache with a quick, simple solution of 3 CSV files created for third party payroll providers.

Gross Pay – 3 clicks and about 15 seconds of work will produce a gross payroll readout, giving you two reports: an overview report showing which staff are due money, what they are owed and how to pay them (bank details).  The second report is more in depth, giving a detailed read out of each staffers gross wages split by each job that they have done.  The CSV read out is designed to contain all the information needed to run a net payroll through SAGE.

This solution is designed to make your payroll error free, fast and of benefit both to the managers using it, and your staffers who are able to access all of their pay information in their dashboards.


Booking Staffers – May Updates

We’ve recently made some updates to the job scheduling feature that gives you far greater flexibility when booking your staff.

1. You can now modify the shift times for one staffer alone

Simply click on the shift times, creating a drop down with new empty fields, and update with the new times.  If you pay hourly, changing shift times will automatically recalculate the wage to reflect the new shift length.

Screen Shot 2013-06-05 at 11.44.52

You can also do this directly from the signoff page, after the job has taken place.  Now, when a shift over runs and you need to adjust your staffers pay accordingly, it’s simple, simply adjust the shift hours from the sign off page.

2. If need be, leave shift times and wages empty

When setting up the job, you can now leave the wage and / or the shift times empty, if you don’t yet know how much you’ll pay, or when the shifts will start / end.

Empty Shift Times & Pay

This may also be useful if each staffer requires different shift times. Whereas before you had to set several different roles, now you can just leave the times empty, and set them at the time of booking.

3. Set a pay rate particular to a staffer

If you pay hourly, you can now set a default wage particular to an individual staffer.  Simply leave the wages blank when you’re setting up a job and Watu will automatically calculate the staffer cost particular to that individual’s rate in relation to the shift times.

To set this up, click on:

  • The staffers profile
  • Menu bar within their profile
  • Payroll
  • Edit
  • Admin Information tab

And then add their particular rate.  This is not visible to the staffer within their own profiles.

Screen Shot 2013-06-05 at 11.54.25

4. Set unpaid shifts

Finally, as one of our most requested features, you can now set a staffer’s wage to 0. This is useful for un-paid training days, volunteer work, etc.

Screen Shot 2013-06-05 at 12.01.43

We continue to work hard at creating a simple, seamless, booking process for our customers.  Much of this month’s updates are based on generous customer feedback.  Thank you to all who contributed, you guys rock!