Katherine Sullivan 1 min

Case Study: Salesforce + SupportLogic


Katherine Sullivan, SVP of Customer Success at Salesforce, explains how SupportLogic helps her organization achieve its goals. Katherine goes into detail on the benefits Salesforce is seeing for their customers, employees and products. For the full story and more from Katherine, check out the case study: https://www.supportlogic.com/salesforce-case-study/



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We have a huge responsibility to be there for our customers.

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We need to do that effectively.

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We need to do it at scale.

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We are actively engaged in all touch points of their lifecycle.

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We're coming from this maybe historical state where we looked at KPIs that were

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more static.

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This is a transformation that we're in that support logic gives you a tool to

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be engaged real time.

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What I was able to do is to get involved into a case and turn that negative

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sentiment positive.

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The results we were able to achieve leveraging support logic were phenomenal.

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There are three specific ones I want to call out. First and foremost, we saw

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north of 50% reduction in our escalations, game changer.

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For two reasons. One is there's a cost for every escalation from a true hard

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dollar cost,

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but a soft dollar cost. When you think about the negative sentiment customers

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are walking away with, we're reducing that.

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The second one was how do we scale right? You think about managers time and

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swarm late's time.

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Support logic gave us back on average an hour a day per manager is warmly. Huge

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gains.

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Lastly, but really probably the most important aha moment for me is when we're

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able to take the

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signals to identify we have a spike in negative sentiment, which would result

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if we do not engage

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in a negative CSAT. That was the aha moment where my entire leadership team was

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okay.

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We see a signal we need to act.

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