Sooner or later, it is often
necessary to upgrade your tools. After proud services, Add-People, the tool
used for our support and customer service has come to the end of the road.
A tool for more support and
customer service
Why did you develop this new
tool for customer support and service? Several signals told us that it was time
to get started:
- The tool in place showed its limits: for a few years, Flow Line has used Add-People. A tool that is too limited and above all not very scalable in a modern era
- A request from our customers: the customer portal is one of the most important touchpoints. It was therefore imperative to take their feedback into consideration.
- Too weak user experience: in the digital age, the ergonomics of a solution is essential for effective use of the tool and a relevant customer-supplier relationship. Add-People no longer met this criterion
- Bring a new functional richness: Add-People allowed a simple management of the tickets and the computer park of our customers without giving more. It seems essential to us to provide a tool that can go further and evolve over time with a regular addition of features
- An ever more complicated maintenance: aging technology and complex updates. Becoming the only master on board in maintaining your solution makes it easier to respond to the changing needs of our customers
The desire to give new
perspectives for customer support logically arose.
A solution called KeepIn Line,
which technically will want to be at the top, for more proximity with our
customers and which, ultimately, would allow better monitoring of tickets and
the fleet.
A Salesforce technology project
The choice of the technological
platform was one of the many questions involved in such a project.
Paradoxically, this decision
was the easiest to make.
As a Salesforce integrator, we
are fully aware of the possibilities that this platform can offer.
Salesforce is obviously CRM
with the Sales Cloud solution, but it's not just that. Salesforce is a whole
range of tools at the service of the customer and a technological platform from
which it is possible to edit your own Apps.
Faced with this opportunity, we
logically wanted to develop our own Extranet while relying on the standard
Salesforce tools of the service that we integrate, namely:
- Community Cloud for the content management part (CMS) and the collaborative dimension
- Cloud services for managing tickets, fleet and customer interactions
At the same time, we took the
opportunity to upgrade our information system for project management and team
planning.
The goal is to provide better
visibility to our customers and better understand the monitoring of projects. A
goal that we will deploy soon.
In short, KeepIn Line is a
full-fledged Salesforce project on multiple axes
The different stages of the
project
A Salesforce project offers the
same characteristics as a management system within the framework of an ERP
project. It is obviously necessary to adapt the methodology with similar steps:
An analysis phase: analysis of
the existing situation, collection of customer requests and integration of our
own improvement needs for ticket tracking
- A pre-configuration and prototyping phase
- A test phase
- A deployment phase
As part of this Salesforce
project, the renowned agile method corresponded perfectly. The production
launch, equivalent to the 1st sprint, will cover at least all the
functionalities of the current Add-People tool.
Other sprints are already
scheduled. We said it, we want the most scalable solution over time.
On the human resources side, we
were able to rely on a project team of 4 "Flow Liners" with a
well-identified "scrum master" and "product owner".
What to remember about the
project for our customer service
As you will have understood,
this project dedicated to customer support is characterized by several points
that we list below:
- A tool that will be modern, collaborative and scalable for the benefit of our customers
- A tool based on 2 Salesforce clouds: Community and Services
- A project carried out using an agile method
- A 100% Flow Line project team
The choice to respect Salesforce standards and logic as much as possible