My name’s Ivan and I’m the Manager of Technical Support at Cloud Coach.

My role involves making sure our clients’ issues are resolved both satisfactorily and in a timely manner. It can also involve sharing documentation and instructions to customers to ensure they have the tools necessary to complete any customizations they may require.

Here’s how we do it using Cloud Coach and Salesforce!

Technical Support Dashboard

At the start of each day, I check our KPIs using this dashboard, which displays all of our team’s key metrics. Typically, I’m looking at our average time to respond to customers, and also looking at our average time to resolution.

On the dashboard, we also monitor NPS and CSAT scores. These scores are generated using a survey sent to customers once an issue has been ultimately resolved, so these metrics provide a great way to see whether the services we are providing are meeting the needs of our customers

Contributing to Customer Health

The metrics that we use in the dashboard above also roll up to the Account level, meaning they contribute in part to the ultimate health score of a customer - where each customer receives a Support specific score.

As you can see on the scorecard above, the customer has an overall health score at the top. Underneath, you can see all of the individual metrics that help calculate this score, including Engagement, Adoption, and… Support! This Support metric refreshes every time a case gets closed or updated.

Working on Cases

Our Technical support queries are managed through Salesforce cases. When a case gets submitted, we receive an email that looks like this.

This is what an individual case looks like in Cloud Coach.

In this view, we are able to see the initial email (on the far left) that was submitted by the customer, and reply directly to the customer when required. There’s also Chatter functionality pictured below, allowing us to communicate internally with team members, like the Customer Success Team, for example, who can provide us with further information and context.

You can also see the Knowledge section, here. This is an intuitive feature which populates with content suggestions, based on the information captured from the customer email.

Here’s an example. If the initial customer email to support asks for assistance with deleting retainers, a link to an article from Cloud Coach’s Knowledge Base (our helpful resource for all our customers, which can be found on our Academy website) appears - meaning we can get the right information to our customers as quickly as possible.

At the top of the case, you can see a bar indicating the progress. Once a case comes in, a timer automatically counts how long the case takes to resolve.

The ‘On Hold’ stage, which is usually when we are waiting for more information from our customers, stops the clock temporarily. If we don’t receive any further information, the case moves to the ‘Closed - have not heard from client’ stage. But if the case gets resolved, the status moves to ‘Closed’ - and that’s when a customer receives a survey, which looks like this:

The data recorded from these surveys is then used to calculate the Customer Health scores we mentioned earlier on!

Time Tracking

In Technical Support, it’s important for us to monitor how much time is being spent on what tasks and for what customers. To help record our time, we use Cloud Coach’s My Day.

The Genius feature within Cloud Coach makes the process very easy for our team. Every time we touch a specific Case, that Case will automatically appear here on this screen - so there is no need for us to manually search for specific items when entering time: it’s as simple as inputting a number against the cases you’ve worked on!

My Favorite Feature: Technical Support Projects

In addition to working on customer support cases, we also run our own internal projects through Cloud Coach! The flexibility of Cloud Coach means there’s so many different ways to track your projects: last year, I used Gantt charts, whereas this year I’ve used tasks and sub tasks.

This is the Cloud Coach Cross Project View, where I can see all of my projects at a glance. If I click into one of these individual projects, you can see a list of all the sub tasks that are associated with that project - there’s even a completion bar at the top, calculated using the number of sub tasks that have been checked complete.

Cloud Coach makes it very easy to manage any number of projects - in a way that suits me.