JustRosters is a web application developed to make the creation and distribution of staff rosters easier, faster and more accurate. For a full list of features and a free trial, head over the JustRosters website.

Huge thanks to Alan, (lead designer) and Paul, (lead developer) for helping make this happen.

For those following the 8 part build, I will write part 6 and 7 soon.

For most developers, they solve this issue by writing how-tos and FAQs. FAQ pages are one thing I have never quite understood… if a question is being asked frequently, why isn’t it explained where the client first needed the answer?

Anyway, the approach to help / training that we find works:

• Build a simple, easy-to-use application in the first place.
  
  
• Fill your sales copy with print screens and screen casts of the actual application. This way the user is becoming familiar with the interface before they have even signed up.
  
  
• Add a small ‘?’ icon with a brief help text on mouse over, next to every input box. They are easily accessed and indentified by confused users, and ignored by others.



• Create a screen cast walkthrough of the entire system; present it to new users when they login for the first time.



• In the early days, look at every support request as if it is a FAQ; tweak the ‘?’ texts and screen casts where needed.

All the steps above can never completely replace the need for a good old contact page; but they can sure reduce its need.

For some it can be difficult to co-ordinate efforts to ensure that a customer’s inbound enquiries are resolved as quickly as possible. Using a highly structured system for so few staff members will lead to increased cost per response and slow down overall response time. A system that is too simple will mean co-ordination failures leading to confused or neglected customers.

Marvel Internet Group’s solution to this problem is to use a Gmail account for customer service email management. This is achieved by creating a single Gmail address for all customer service support requests. With Gmail’s labelling feature we can quickly label emails based on source so that the support person can be focused on supporting a single application or all applications’ customers. The general work flow that prevents neglect of customers as well as ensuring a streamlined support process is to check, label, and action. This involves having the first person to view the mail account go through all mail and either archive, label another staff’s name, or take action on an email. Then as other staff members check the account they can see which items require their attention.

Prior to implementation of this customer service email management system we had difficulties delegating and following through with customer enquiries that fell out of the support staff’s field of expertise. Using labels such as “waiting”, “todo”, and “complete” each request can be delegated and tracked with ease with staff members in and out of the company. The result of utilizing this customer service system is greatly reduced time spent on support as items are either actioned, delegated, or waiting. Finally an end-of-week or end-of-month review of all incomplete messages prevents any request from falling through the cracks.

To try this for yourself simply create or forward your support emails to a free Gmail account and let your staff understand the simple work flow of: check, label, action. Having your support request come from custom support forms will also save you even more time!

• Homepage
• Why JustRosters?
• Pricing and signup
• Order pages (linked from pricing and signup page)
• Affiliate program
• Login page x 3 (for administrators, staff, affiliates)
• Contact us page
• Any legal pages I needed + a sitemap, 404 page etc.

Our code library is split into three parts. One library contains global functions that are included in Cake PHP’s bootstrap file, which is loaded right after the configuration file and before everything else. We currently place debugging and some custom date/time manipulation functions in here so that it does not have to be duplicated elsewhere. Another part of the library is converted into a Cake PHP component. The custom component allows us to reuse convenience functions that are needed inside our controllers, such as permissions management, emailing with PHPMailer, PDF generation, etc. The remaining parts of our library are turned into a custom helper that performs view related formatting.

In total we have reused about 700 lines of code with the three files combined. Using the general rule of thumb that a programmer will produce about 100 lines of quality code per day we practically shaved seven days off our development time before we even started. The cycle of library building will continue and expand with JustRosters. Being one of our most Javascript heavy projects we are also writing a substantial amount of reusable Javascript code that can be combined into another library, or into jQuery plugins, that can be used by the development community as well as our future clients.

Once off vs. subscription
This was a pretty easy decision to make; monthly subscription. Client benefits of the subscription model include low up-front cost, ability to stop using the system anytime without losing an ‘investment’ and the reassurance we will continue to work for their business month after month. Benefits for us include a steady flow of income on those rainy months and an easier sell.

Include SMS, or charge extra
One of the major costs in running a service like JustRosters will be the SMS’s notifications which are sent out. My initial thought was to roll this into the cost of the subscription; I quickly decided this was unfair for businesses that do not use this feature. To make things simple I created some SMS credit bundles (with pricing related to quantity), and made a note to include a small amount of SMS credits in each months renewal, for free.

How to split the pricing levels fairly
While providing a ‘one size fits all’ pricing scheme would make things simple, it is not really practical. As the amount of staff each company has increases, so will the cost of our time / resources to support them. Comparing information on typical business sizes I decided on 4 plan sizes:

Micro: 0-10 staff.
Small: 11-25 staff.
Medium: 26-50 staff.
Large: Unlimited staff.

While the unlimited plan seems fairly open ended, I figured income from SMS bundles will increase relative to the businesses size, so I was not concerned about the strain a 500-employee company might put on the system at this stage.

Summery
Now I knew I would charge businesses of each size monthly, it was time to build a spreadsheet factoring expenses and a desired profit margin. I would love to be to say this delivered me some golden numbers which I have used, but it really only gave me an idea on what I ‘needed’ to charge to make the business viable with around 500 clients (my first goal).

I rounded these numbers to slightly prettier ones, and moved on wondering how I ended up spending a day on something I thought would take a couple of hours

EDIT, February 27, 2009: I have decided to reduce my prices by about one third. I have done this for a couple of reasons. First, the weak Australian dollar. Since our pricing is based on USD, I do not want my fellow Aussies having to break the bank to pay for JustRosters each month; the economy over here is bad enough for us. Secondly, the software is brand new. We really want to get as many people on the system giving us feedback ASAP. We can always move the pricing up later and hold it for the guys that get on it early.

EDIT, March 02, 2009: One of our competitors has just re-launched their website with new pricing. I am happy to see it comes in around 3x the cost of JustRosters.

CakePHP is a framework started in 2005 that is compatible with PHP, a ubiquitous web development programming language that is used by more than 20 million websites, that follows the “model, view, controller” design pattern. CakePHP allows us to implement client-specific features using common functions that have been heavily tested and debugged by the entire CakePHP community. CakePHP offers polished database abstraction, templating, AJAX, caching, testing, and security features that can be implemented in client applications. Those pre-built features allows us to have a solid foundation from which we can quickly realize our clients’ vision in the form of a working prototype.

The productivity gains that comes with CakePHP would not be so great if a lot of time had to be invested in learning it. That is why CakePHP’s excellent documentation and active developer community means that we can quickly train programmers to become familiar with and productive with CakePHP in a matter weeks.

A real world case demonstrating the benefits of CakePHP comes from our experience with ICEF Online 2.0’s development. For this project we managed to take the version 1.0 program, which was developed without a framework, and re-code it from the ground up with 20+ additional core features in three months using one full time and one part time programmer. The part time programmer had never used CakePHP before and was able to implement our ordering system with less than one week training.

The product delivery time was a great improvement over version 1.0, which took well over six months using the same amount of human resources. We also saw improvement in the size of the code base, shrinking it from 137 megabytes to just under 50 megabytes. With all things being equal we have basically managed to half quoted times in our client application development and create a much higher quality application. This was possible because we were able to focus on what was important to the client, instead of worrying about the low level mechanics of the application.

After what felt like a million Google searches, we finally came across a script that would have done exactly what we wanted it to do, only to find out that it was incomplete. It had some of the features we needed, fixed header, fixed columns and scrolling of the inner data cells while remaining lined up. It just wasn’t cross browser compatible, did not support fluid width columns or row heights. I installed the script and after fixing it up for a few days, I got it to work….. sort of.

What we needed was to have the data table take up maximum width and height of the browser content area, but doing this broke the script or the cells didn’t line up. After a lot of trial and error, tweaking the JavaScript and the css, I was finally able to create a fixed header and column table with dynamic resizing based on browser window size, row count and column count. The resulting table can be viewed here for now, and will be integrated into the finished JustRosters staff scheduling application. When I get a chance I will post code snippets.