Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks
Update: 2019-12-06
Description
"Single pane of glass for simplistic support is missing"
- Adam’s team is responsible for support operations
- Customers — Traditionally sold products to Service Providers but now sell to a lot of enterprises globally
- Support Organization— Primary JTAC (Juniper Technical Assistance Center) — outsourced Level-1 support , Advanced TAC (Level-2/3 Support), Advanced Services, Resident Engineers, Named Engineer(s), Customer Care for administrative support, Customer Success (just starting). Teams are primarily global. Roughly 1200 people. Tier-1 /outsourced is roughly ~500.
- Support Tech stack — Moving over to Salesforce ServiceCloud (ticketing, community). Search is Coveo. Believe in Buy (vs build). Mobile App is desired by missing
- Incoming tickets — 75%+ over web, no email
- Case deflection — Roughly 80% cases closed by Tier-1
- Self-service — current channels requires effort and time on part of customer. Single pane of glass for support is missing
- Chatbots — Trying out Salesforce bot for transactional support (update on case, re-send welcome email letter for subscriptions etc.)
- AI/ML — lot of technologies (including open source) out there. Planning to use chatbot for transactional queries.
- Metrics — MTTR is #1 target. Efficiency for internal Support as well
- Support has changed dramatically over years — people want answers and solutions lot faster. Support channel is now mobile
- Resources — Customer Success by Nick Mehta, Start with Why by Simon Sinek, Look at More by Andy Stefanovich
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