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How to Enable Cross-Platform Customer-Facing Teams to Quickly Resolve Customer Issues
Aidin Mahmoodi
Product Manager
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Closing the loop between customer support teams and development teams is not a new discussion. In fact, it is one of the main cross-functional areas that customer-centric organizations focus on. However, in practice, clunky processes and disjointed technologies often cause ineffective collaboration and communication. 

According to a 2020 study, in 2016 more than 85% of professional working individuals were part of some sort of virtual team. This number was projected to reach up to 95% by end of 2021 -- and this projection was before the impacts of the pandemic were realized.

Today, most, if not all, technology companies operate with a hybrid work model or have adopted some sort of home office option for their employees. Another recent study showed that in the U.S alone, the number of people who opted to work from home increased from 20% (before the pandemic) to a soaring 71% today. Whether organizations like it or not, remote work and remote teams are an inevitable part of the future of workplaces.

This means a robust, effective, and reliable way to communicate and collaborate between customer-centric teams is more crucial than ever. At ServiceRocket, one of our core values is #DelightTheCustomer.  Our support and services teams live and breathe this value, which goes beyond just one team. This means our development and product teams must be as engaged with our customers' needs and pains as possible. 

Create Information Transparency between Platforms and Tools

To close the loop between our tech support, development, and product teams, we use one of our newest apps, Contact Views for Salesforce & JSM, and one of our popular apps, Connector for Salesforce & Jira. These two apps allow our customer support team to collaborate and communicate with our product and development teams in real-time so customer frustrations can be addressed quickly. Customer satisfaction with our products and services is always the top priority at ServiceRocket. 

Connect Cross-Platform Customer-Facing Teams

Many organizations have a complex web of teams and functions that help their customers to get the most out of their products and services. By using both Contact Views for Salesforce & JSM and Connector for Salesforce & Jira, online and on-site support teams who use different tools and platforms can work together to deliver the best user support experience.

In this scenario, we are looking at an internet service provider (ACME Co.) that focuses on enterprise customers. Internet connectivity is mission-critical for any organization these days and taking quick action to resolve connectivity issues is a vital part of the business objectives of ACME co.

Jake, who works as a support engineer ( L1 online support team), uses Atlassian JSM to efficiently address customer' requests.  However, online assistance may not be sufficient to resolve issues quickly, especially urgent requests. By using Contact Views for Salesforce & JSM, Jake can get the customer’s contact information from Salesforce CRM on the spot, without needing the assistance of any other teams. This reduces the time to action tremendously for Jake, so he is able to reach out to the customer and investigate the root cause of the issue instantly.

If Jake is unable to resolve the issue online, then he can quickly escalate the issue to the on-site team and they can schedule a visit to the customer’s site. To enable Jake to quickly and effortlessly escalate the issue, Connector for Salesforce & Jira allows automatic assigning of the available dispatch team on Salesforce CRM.  Allen, who works as an onsite dispatch engineer, can receive this request and quickly set up a visit based on the availability of the customer.

Streamlined Workflows Put CRM Information at your Fingertips


To ensure the customer contact details are up-to-date, we have also included another workflow that allows Jake to update details such as customer phone numbers to make it easier for the dispatch team to reach out to the customer, in case follow-up action is needed.

In simulated testing, implementing this workflow improved time to resolution up to 30% and reduced the number of correspondences by half for ACME Co.

To learn more about how your support team can build their escalation processes using our seamless integrations, click here.

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