Thoughts on what businesses actually need from the Cloud, not what vendors wish they needed.

Chris Bliss

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Getting it right the first time – Case Study!

There’s something to be said for businesses that are ahead of the curve in terms of cloud software adoption. We have worked on hundreds of software implementations over the past 5+ years, and it’s “apples and oranges” when comparing old (legacy) systems with new systems and the streamlined processes that follow.

This juxtaposition was apparent in a recent Zendesk implementation that we completed for a Cambridge-based software company, Leaf recently received a huge stamp of approval (not to mention several million dollars) from Heartland, one of the largest credit card processors in the world. As the business prepares for rapid growth (they are hiring dozens of new employees over the next few months), they reached out to VM to assess their customer service situation, and to help optimize how they setup and use Zendesk to handle support.

A few days later and we worked with Leaf to outline complex support workflows that handle everything from new ticket assignments, escalations based on request type, priority, or client, as well as cleanly built macros (process templates) to handle repeatable support requests.We also put dozens of automations in place to serve as “safety nets” that will remind Leaf’s support agents of tickets that meet specified time thresholds and ticket conditions. How’s that for software having your back?

We didn’t have to reinvent the wheel here, or train dozens of employees on a new system when they’ve been used to an old one for a decade. This company is young, hungry, and poised to leverage cloud computing to optimize how they do business. An optimized support setup and a fully customized Zendesk couldn’t have come at a better time; weeks before they hire several new customer service reps we helped overhaul their support processes and put a streamlined (and highly scalable) setup in place.

Now, Leaf is ready to grow without their customer experience suffering; instead, the support process will continue to evolve and improve, just as their product does. Now that’s forward thinking… thanks Leaf and good luck!

The post Getting it right the first time – Case Study! appeared first on VM Associates.

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Chris Bliss works at VM Associates, an end-user consultancy for businesses looking to move to the cloud from pre-existing legacy systems.