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Discover the challenges and solutions of supporting mature software products in this conference talk by Flavia Circiumaru at NDC London. Learn from FundApps' 12-year journey in the financial compliance industry as they transitioned from a rotational support model to a dedicated support team. Understand how their traditional approach led to significant issues including context switching problems, half-answered queries, unfinished tickets, undocumented changes, and ultimately 900 engineer days of unaccounted work that impacted budgets and roadmaps. Explore practical strategies for building an effective support ecosystem that drives resiliency, high-quality customer response, and long-term success. Gain valuable insights to determine if your product could benefit from a different support model, helping your organization better embody the principle of doing more with less.
