mParticle: Improving support efficiency and accountability
mParticle, an end-to-end customer data platform (CDP), turns customer data into customer joy by seamlessly orchestrating the entirety of the customer data stack in real time. They were facing challenges in managing support tickets because internal processes involved multiple handoffs between teams, leading to confusion and inefficiency without a clear system in place.
To deliver an optimal customer experience to their customers, mParticle collaborated with Pact to define a pilot program and establish a clear and cohesive support ticket ownership model that would improve visibility, accountability, and resolution times.
Process and Solution
Pact conducted an initial consultation with mParticle to understand their specific goals and challenges. This included detailed discussions with key stakeholders to identify pain points in the current support ticket management process.
The pilot program involved:
- Training and onboarding for Technical Support Engineers (TSEs) and Customer Success Managers (CSMs).
- Integrating with existing systems like Zendesk.
- Managing support tickets, ensuring clear ownership and accountability.
- Weekly and monthly reporting on escalations and results.
Pact then worked with mParticle to map out the desired workflows, identify key processes, define roles and responsibilities, and establish clear handoff points between teams to create a cohesive and efficient workflow that minimized confusion and bottlenecks.
To implement the pilot program, Pact integrated its solution with mParticle's existing systems, such as Zendesk, to streamline processes and enhance functionality. This facilitated the creation of "pacts" to manage support tickets, ensuring clear ownership and accountability at each stage of the process.
Weekly and monthly reports were generated to track progress, identify issues, and measure success, including escalation reports for pacts needing immediate attention and retrospective analytics to evaluate overall performance.
The primary users were Technical Support Engineers (TSEs) and Customer Success Managers (CSMs) within mParticle. The solution aimed to benefit these internal teams by streamlining communication and processes, ultimately improving the customer support experience.
Outcomes and Results
The pilot program achieved the following results:
- 100+ pacts created with a 100% completion rate; 95% of which were resolved without any manager intervention.
- Average time to resolution was reduced to 1.2 days.
- Improved visibility and accountability in the support process.
- Positive feedback from TSEs and CSMs, reporting better customer support experiences and easier internal accountability.
- Enhanced ability to identify and address bottlenecks in the support process.
"Before using Pact, our day-to-day was more reactive and we had less confidence in what we expected from each other across different teams. Since we started using Pact, we’ve seen a significant improvement in resolution times, clarity of ownership, and internal accountability. I especially value its flexibility and adaptability, it’s been a game-changer for our team.”
– Frank Herr, Senior Practice Manager for Customer Solutions at mParticle
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