Today's blog post was written by Jeff Meister, Principal Consultant at Sonoma Partners.
Recently, I've had conversations with several customers around frustrations when it comes to dealing with the various support channels related to their CRM platform. Whether it be core platform support, partner support, or third party support, there always seems to be a great deal of runaround as it relates to getting the basics communicated in order to move on with the real support.
Here at Sonoma Partners, we have the same frustrations, but have worked to formalize a process as it relates to support to ensure all questions are answered upfront to avoid the back and forth. Below is a rough template we follow which covers a lot of the basics and will hopefully help get you to the right people, right away.
Additionally, if you feel that the “runaround” is starting, don't be afraid to ask for a phone call. Oftentimes a quick phone call can be much more efficient than going back and forth over email. One other suggestion is to include all parties involved in the communications. If you are working with a partner, you should keep them CC’d throughout the life of the case, as they might have additional input into the issue.
Unfortunately, we can neither confirm nor deny that this will make your support request process more efficiently, but I can tell you that this has improved our process and provided efficiencies in areas where we have historically struggled. Happy supporting!