HCI’s Client Support team needed new tools to improve the customer support experience and align their internal operations with those of the Sales team. Thanks to their longstanding relationship with Cloud Next Level, they knew that they could use native Salesforce functionality to integrate sales and support efforts, but they also knew they couldn’t do it without some expert help.
The Client Support team managed help tickets through a group email in-box; The same team addressed other requests with phone calls and internal email requests making it difficult to stay organized.
Sales team members often couldn’t see their customers’ requests nor the Client Support team’s responses. So, they were uncertain about how and when to follow up.