Jive as the Customer Communication Hub
At Trapeze, our vision is to have a single, unified point of communications with our customers. We have many offerings through our support programs and many ways in which customers can communicate with us. To make this less confusing and to reduce the possibility of things falling through the cracks, we embarked on a project to integrate as many systems as possible using Jive as the center of this integration. The end goal is to create a better, more seamless, customer experience.
As part of this overall vision, we wanted to do away with our separate SFDC customer portal and create an experience inside of our Jive community that would allow customers to view these cases. As a result, the Trapeze Incident Dashboard was born.
Trapeze Customer Care Use Cases
Prior to working on this new integration effort, our customers were using the SFDC customer portal to accomplish two main things.
1. Create new Cases.
2. View existing Cases.
It is important to note that we do not allow manipulation of the cases once they have been submitted by our customers. We provide a high level of one-on-one service through our support programs. Once the case has been created by a customer, it is assigned to one of our support analysts and then that analyst will take the necessary steps to resolve the incident. They will continuously update the case in Salesforce with any actions taken or any back and forth that occurs between them and the customer. Therefore, we do not have any complex use cases around updating of open incidents.
Before we could do away with the SFDC customer portal, we needed a new method for customers to open incidents with us. With the roll out of the Jive-X platform, we made a decision that we would no longer allow customers to open cases directly (through the online channel that is). Instead, we would encourage customers to look for answers themselves (self-help) or pose their question to the community for support (peer help). To ensure that customer questions don't go unanswered for too long a period of time, we also implemented automatic case creation between Jive and SFDC using the connector from Persistent (no question left behind).
We also have two other channels in which customers can open incidents with us. They can call into our 1-877 number or they can send us an email. Incidents reported to us through these channels are entered into our SFDC system as cases, which then follow the standard incident work flow and processes we have.
The Trapeze Incident Dashboard
So, now that we have established that we have a mechanism for ensuring that questions posed to the community do not fall through the cracks, we needed a way to give customers visibility into the incidents they have logged with us. Enter the Trapeze Incident Dashboard. This dashboard was planned to be rolled out in two phases. The first phase was a basic dashboard that would display all the incidents that a specific user has logged with us (Incidents Submitted by Me) and the second phase would include a more complicated roll up of all the cases my organization has logged (My Agency's Incidents).
Both dashboards were developed by Jive Professional Services as custom add-ons.
Phase 1 - Basic Dashboard
The goal of the first phase roll out was to provide customers/users with a view into all of the incidents they have logged with us through any of the three channels (Jive, Email, Phone). We also wanted to provide some basic filter and search capability since each user could have a significant number of cases to wade through.
Phase 2 - Hierarchical Case Dashboard
The goal of the second phase was to provide a more complex dashboard that would allow users to not only see their own incidents but also any incident that has been submitted by anyone else inside the same organization. The added complication with this is that a certain level of data security needed to be implemented. We have subcontractors who may act on behalf of a client but deal only with a specific subset of the client's business and therefore should not be permitted to see unrelated cases. In addition, some clients do not want users from differing departments to see each others cases. To solve this issue, we looked to our account hierarchy in SFDC and used that to drive case visibility. So, the rule we implemented was to show cases linked to the same account and all child accounts of the account in which the user's contact is linked to.
We also implemented a detailed view that allows the user to drill through from the case list to the details of any specific case. In that view, we display all the case details including any public comments that have been entered by the support analyst.
Reports and Export
Finally, we wanted to also give our customers the ability to see, at a glance, where they stand with their incidents as well as way to export the raw data for further analysis. We created three data visualization controls to display the case count by severity, the case count by status and the case count by age (days out standing groupings). These reports help executives and managers to see how Trapeze is performing with respect to case resolution as well as shows how well the client is doing at responding to us. Finally, all this case data can then be exported by the user in CSV format for manipulation and further slicing and dicing in Excel or another tool.