Customer Story: Certinia + SupportLogic

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>> First of all, I would like to invite Jenna Koons from Sotenia.

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Can I please run in the straight?

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>> That's right.

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>> So, Jenna, I was talking about real world impact and real world results.

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So, for folks who are not familiar with Sotenia, tell us a little bit more

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about the company

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and your role there.

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>> For sure.

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Hello everyone.

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Great to be here.

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I lead our support organization globally.

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And Sotenia is a -- we build professional services, customer success, and ERP,

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natively

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on the Salesforce platform.

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And we have about 1500 customers.

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Some of you are here in the room today, which is great to see.

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Phillips, Dell, Informatica, HPE, and many more.

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Awesome.

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Sotenia, you are a little new customer of support logic.

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Tell us what you have achieved with support logic and a little story like why

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even support

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logic came in your radar.

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>> It's a great question.

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So, we, you know, like many of you in support and customer success and many of

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these spaces,

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we were struggling to sort of get ahead of the issues that we were encountering

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We are in a constant reactive cycle.

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So we really wanted to take a step back and look at, you know, where were there

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-- where

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were our challenges, kind of identify the core issues.

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We set out to build, you know, kind of a people process technology framework,

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if you

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will.

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So, there are other elements outside of tool enablement that we looked at.

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Certainly, we wanted to make sure we had clinging handshakes.

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Between our structure, I quite like the slide that you showed with the, you

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know, basically

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onboarding support, professional services, customer success, head services,

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customer

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experience, all of those teams operating in sync.

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And that's the way we viewed it as well.

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So we wanted to build a structure that worked for all and also encompassing the

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rest of

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the business, product, engineering, and other teams.

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So once we had that sort of foundational piece and handoffs and frameworks and

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methodologies

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in place, then we realized, well, we're still not quite there.

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We still are a bit reactive in how we're approaching issues and escalations.

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And by the time something hit our radar, it was almost too late.

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You know, by that point you have -- you cause some reputational damage in some

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cases and

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lost credibility with the customer.

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And by the time you're getting a CSAT or an NPS score, it's a lagging indicator

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So we needed to get in front of it and that's what led us to support logic.

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So we implemented it about a year ago and it's been a phenomenal experience for

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us.

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So tell us about the results you achieved on the screen.

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Yeah, yeah.

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It's been -- these numbers are actually just this year.

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So 30% year-over-year escalation percentage rate, that's versus our total case

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volume.

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20% decrease in time to resolve and 4.5 out of 5 on our CSAT scale.

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So, Jala, you mentioned this offline to us that this eventually became a board

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room conversation.

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Yes.

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So can you tell us how this became a topic of conversation at the boardroom?

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It was so exciting for us to share this success story because the ROI was

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definitely there.

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And so for us to share the positive trend line relative to all of these numbers

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, particularly

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our escalation rate, it enables us to operate far more efficiently and

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effectively and focus

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on elevating the customer experience.

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So that's something obviously our board and our executive team are keen to stay

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focused

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on as a business priority for us.

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I love that and always felt that support and customer success needs a big

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presence in the

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boardroom.

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We do this in our boardroom.

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We give updates on the support side.

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But generally, board is so used to focus only on sales and growth and I think

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that mental

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is shifting now.

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Absolutely.

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Because realizing that retaining customers and protecting revenue is so

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important and

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the biggest revenue source is your existing customer base once you achieve a

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certain

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scale.

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Right?

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So there's definitely so glad to hear that on the boardroom slide.

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Yes, absolutely.

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And it yields tremendous business results overall, leads to retention and other

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aspects

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of the business.

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So it's well above support.

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Yeah.

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So just one last question, Jenna.

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So what's next for Sartini?

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And how are you seeing you achieve great results and this year what's next for

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you?

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In terms of business priorities, we'll continue to focus on our people, our

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customers, and

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of course operational efficiency and productivity will always remain a focus

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area.

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I think also for us, relative to support logic, we are evaluating and extending

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that capability

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into our customer success base now.

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And so here with me today is actually our customer success VP as well as our

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leader

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of our renewals and our digital customer success team.

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So we're working together to try to figure out how these signals are working

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across a

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broader spectrum for our business.

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Yeah.

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Pleasure having you, Jenna.

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Thank you.

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I appreciate it.

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Thank you.

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[Applause] [APPLAUSE]