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Tech Support Moves to Service Cloud

stan_koprowski

Our new service support system, Salesforce Service Cloud, is a modern, one-stop shop for our users.

JMP is committed to providing best-in-class, unparalleled and value-added technical support that delights our customers. The JMP Technical Support mission is to “help our customers make the best use of our software products through effective and responsive support, active advocacy, and a broad and flexible range of self-help resources.” In support of this mission, User Enablement transitioned away from Sirius, our SAS developed support system, to Salesforce Service Cloud. Service Cloud allows JMP Technical Support to deliver instant, personalized service and support to our customers. Happy customers make customers for life.

How does Service Cloud work?

The new system provides telephone and email support to users, prospects, students, and even our own employees. It is built on Salesforce, a foundational system that is familiar to our sales teams and provides visibility into all cases associated with an account or contact.

Service Cloud transforms communications into cases, which have been called tracks, customer issues, requests or beta feedback. Cases are then routed to JMP < secret > service agents—the fantastic technical support professionals who respond and resolve customer complaints, licensing and installation assistance, statistical conundrums and any other customer issues.

We completed the project in less than 16 weeks, a few weeks longer than the planned 12. However, pulling off a transition from Sirius was no easy task. It took many hours of development and testing by the core team, while continuing to provide premium support day in and day out.

Before launching Service Cloud on April 20, Director of User Enablement Jeff Perkinson said, “the project will be successful if our customers do not notice any change to our technical support services or systems.” We certainly met that goal. Sr. Technical Support Engineer Dahlia Watkins reported that “we had our first official email to case opened at 10:17 AM [April 21] with a JMP trial user who was also a lead [which] ensured the process went very smoothly.” Our first voice calls were received shortly thereafter and handled without any interruptions.

We would not have been able to do this without cooperation and tremendous team efforts from many individuals. Thank you to our SAS colleagues for answering our questions and for their impressive turnaround with creative solutions for transferring our customer calls from the SAS phone system to Service Cloud Voice. Their assistance with diagnosing email rules established 10 to 15 years ago allowed us to pivot quickly. Shoutout to our development partner NeuraFlash for helping us maneuver and deliver a working solution on a very tight timeline. And my appreciation to the countless hours the core team put in to make the transition from Sirius while continuing to excel at their day jobs.

What happens next

On Thursday, April 21, Technical Support in the Americas began using Salesforce for their day-to-day workload, which includes the handling of all emails around the world except for Japan.

User Enablement will work together with our Salesforce development team to continue to enhance the system to meet the needs of our technical support professionals.

Technical Support will continue to triage and support your training needs.

User Enablement will analyze survey feedback and develop any additional communications or tools to help you better use the system.

JMP Japan will begin using the system in earnest on May 18.

The following trainers are eager to support you:

Wendy Murphrey
Dahlia Watkins
Laura Archer
Duane Hayes

Again, I would like to acknowledge the invaluable support that we have received from everyone. The teamwork was outstanding and played an important role in the success of this project. Thank you for all your efforts and commitment to better serving our customers!

Key contacts

Stan Koprowski, Project Manager @stan_koprowski

Jeff Perkinson, Executive Sponsor @Jeff_Perkinson

Duane Hayes, Business Sponsor / Business Owner @Duane_Hayes

Core Team:

Dahlia Watkins, Subject Matter Expert, Technical Support Professional, User Acceptance Test Lead @Dahlia_Watkins
Wendy Murphrey, Subject Matter Expert, Technical Support Professional, User Acceptance Test Lead @Wendy_Murphrey
Laura Archer, Subject Matter Expert, Technical Support Professional, User Acceptance Test Lead @laura_archer
Ryan Gilmore, Technical Consultant @Ryan_Gilmore
Antoine Smith, Salesforce Administrator @AntoineS
Candice Gervase, Salesforce Technical Support @CandiceGervase

Comments

Diana_Levey

This is huge! Congratulations!!!

jschroedl

This is great that we've made the leap!

We have tools like CrashReader which contacted the SIRIUS system in the past to easily download files while investigating a crash ticket. Whom should I work with to enable the same feature for pulling files from a ServiceCloud track? We'll need ServiceCloud permissions and REST API access.

stan_koprowski

@jschroedl ,

Yes the team is aware of the need.

@shannon_conners and @Myron-JMP are working on the backend integration to pull JMP Crash Reports.

Perhaps we can provide similar access to pull data into CrashReader?

@AntoineS @Candice we might need another api integration to the CrashReader? I'll open a case but can you work with @jschroedl to understand his requirements.

I hope this helps.

Stan

peng_liu

Will developers have access to the tech support thread as we had in Sirius? I clicked a couple of links in Jira, did not work. Sometimes, it is helpful to dig into the detailed context to understand what a customer is talking about.

jschroedl

I had the same issue as @peng_liu - no permissions. I had sent mail to Antoine and Candice but haven't heard back. I'm sure they're pretty busy with the transition.

stan_koprowski

@peng_liu and @jschroedl

I'm not sure about front-end access as I don't administer user licenses.

@Jeff_Perkinson @Duane_Hayes can you help with which type of access might be best front-end, API, integration with our JIRA? as I am not familiar with the previous processes with Sirius that John and Peng mentioned.

@fiona_kelly a few more requests for integrations to internal systems--CrashReader and JMP JIRA to JMP Technical Support cases and attachments.

Jeff_Perkinson

For now, only those with Salesforce accounts have access to cases in Salesforce Service Cloud.

After we get a few more pieces of Salesforce integration up and running we should be able to provide a portal for others to see cases.

We’ll update Inside JMP as that becomes available later this year.

Peter_Hersh

Is there still a way to get to JMP tech support through the SAS tech support number 919-677-8008?

Jeff_Perkinson

@Peter_Hersh wrote:
Is there still a way to get to JMP tech support through the SAS tech support number 919-677-8008?

Yes, the phone menu at the old number will give the caller the new phone number and then transfer the call.

stan_koprowski

@Peter_Hersh

The caller will be transferred to the new number if they dial using the old number for the some time.

For the reaching JMP Technical Support in the US please use 800-450-0135 as seen in the video.

ChulHee_JMP

Korean JMP users have written their questions to support@jmp.com in Korean.

Then, the Tech Support team at SAS Korea has handled them since the requests were automatically appeared to them via Sirius.

I heard from the SAS K Tech Support team yesterday that the team cannot see the requests and contents anymore.

I'm wondering that my team needs to notify to Korean users that the requests need to be written in English.

Or, can JMP Tech Support can see the requests from Korean users as translated texts from Korean to English?

Thanks!

Chul-Hee

Jeff_Perkinson

@ChulHee_JMP wrote:

Korean JMP users have written their questions to support@jmp.com in Korean.

Then, the Tech Support team at SAS Korea has handled them since the requests were automatically appeared to them via Sirius.

I heard from the SAS K Tech Support team yesterday that the team cannot see the requests and contents anymore.

I'm wondering that my team needs to notify to Korean users that the requests need to be written in English.

Or, can JMP Tech Support can see the requests from Korean users as translated texts from Korean to English?

Tech Support is able to use machine translation tools to read inquiries in English. Currently this is a manual process but we are exploring tools to do this automatically.

On occasion Tech Support may need some additional support, for example if a screen shot contains critical information and can't be machine translated they will reach out to a native speaker for help.

Since we have these options there's no need to try to tell users what language to communicate with Tech Support in. We should be able to handle whatever they send.

More to come as we get the additional tools to automate this.