Suggested by Janet Khar – Accepted
We shared with our Fasttrack PDM the issue with FPC Referrals just wanting us to solve their problem and not interested in new projects. We have not garnered a single new project this year from FPC referrals. Therefore, the ROI on the FPC Referrals has been poor. Our FPC PDM asked if we were holding firm with FPC Referrals to the 2-3 hours of free services only. We do try, but if the customer's issue takes longer than 2-3 hours the customer still expects it will be free regardless of how long it takes. If we try to charge them, they just complain about us.
ASK - We need Microsoft to truly partner with us and help set the boundaries and expectations of what a FPC Referral should expect from a partner - for free. There is nothing in the original communication from MSFT to the customer to set any time boundary expectations. Given this is a MSFT program. MSFT should be setting the clear expectations to customers.
Status details
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Thank you for your ideas submission. We appreciate your feedback on Referrals and are escalating this to the team who manages Referrals and to our Program leadership for their feedback. We will circle back when more information or suggestions are available.
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From Microsoft: Thank you, Janet, for your feedback and apologies for the slow update. We appreciate and understand the value of setting proper expectations with the customer. The Referrals team is partnering with other FastTrack stakeholders to refine the FastTrack definition and is considering a number of attributes including service hours. We should see an update to the partner community in the coming months. We will mark this as Accepted and open for additional comments and votes. Thanks!