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Creating conversational customer support experiences with Slack and Qumulo

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How Qumulo increased collaboration, customer support capabilities, and reduced customer response time from minutes to seconds with Mulesoft, Slack, and Salesforce CPQ.

As a leading file data storage platform for multi-cloud environments, providing unrivalled freedom, control, and real-time visibility for file data at scale, Qumulo puts file data at the center of the human experience. With an impressive client list including Fortune 500 companies, major film studios, and the largest research facilities in the world, customers trust Qumulo to help them create new products, opportunities, and new business models.

Identifying the opportunities

After experiencing a period of rapid growth, Qumulo found themselves in a position familiar to many high tech companies facing challenges such as:

  • Scaling the customer support experience: Serving Fortune 500 companies, Qumulo needed a solution that would align their industry-leading innovation with the latest best practice technology—a flexible and extensible system that would grow alongside them.
  • Improving inefficient operation: Admin tasks were time-consuming and manual because of disconnected account information living in multiple siloed systems
  • Providing seamless customer support experiences: Timely interactions, whether it be live or during non-business hours, were needed to better serve the customer with faster response time and a complete picture of their history.

Using Mulesoft to lay the foundation

Qumulo began its journey with Salesforce six years ago because they asked the right questions about what the pain points were for support from a customer and provider perspective. Being an organization that monitors the health and status of a company's hardware, Qumulo’s customers automatically have support tickets created for them when the health of their hardware is degrading or when Qumulo detects other issues such as networking issues affecting the customers’ Qumulo Cluster. Knowing there were opportunities to further improve their customer support processes like picking up a phone, logging into multiple portals, and sending emails back and forth, Qumulo decided to integrate Mulesoft in order to set a foundational IT layer and tie their support component to a support ticket. This allowed real-time support with support tickets programmatically created so success engineers all the information needed to support the customer faster.

Conversational customer support experiences with Slack

With their complicated service processes now streamlined through Mulesoft integrations, Qumulo sought a solution to provide a seamless workflow for their users. After extensive research, Qumulo selected Slack as the tool to help elevate the overall customer support experience by providing their organization with the ability to:

  • Store infinite channel history
  • Provide a single stream view of a customer’s conversation history
  • Extend the platform and integrate anything they chose via API
Everything has a limit and we chose the tools that gave us greatest impact on the business, customers and users—Slack gave us options to work around those limitations.Dave Kaminsky, Business Systems Engineer, Qumulo

One of the first steps was to extract data from Salesforce so all customer and account information was consolidated into one single view. In order for this information to be easily accessible for Customer Success Engineers, and Account Managers, Traction on Demand developed Mulesoft APIs and a paired Slack application which allowed simple slash commands to retrieve aggregated customer and account information from Salesforce, Zendesk, and PagerDuty.

During a customer call or live chat in Slack, a Customer Support Engineer can issue an internal command and Slack will pull up the Salesforce Record, account team information, CSM name, and Zendesk information within seconds. The aggregated information in one Slack channel becomes a part of the conversation—eliminating any break-in assistance, like taking time to find or pull up customer information in a separate system and allows the agent to stay focused and present on the customer’s needs. This command alone has now reduced search time from 2.5 minutes to roughly 7 seconds, ultimately creating a seamless experience for both parties involved. For new hires, this reduced ramp time for Customer Support Engineers to increase efficiency and effectively manage support cases.

This command alone has now reduced search time from 2.5 minutes to roughly 7 seconds.Dave Kaminsky, Business Systems Engineer, Qumulo

Elevating the customer experience through human-centric design

During periods where live support is unavailable (i.e. holidays, non-business hours), Qumulo found that their customers had been left without any form of response or assistance. In order to uphold their customer support standards, Traction on Demand built a microservice in Mulesoft which listens to all customer support channels to determine whether an automated response is necessary during these downtimes.

Based on the customer concern, time of day the request is received, and context of previous conversations within the support channel, an automated response is issued, alerting both the customer and internal support teams. The timeliness of this automated feature gives the customer clear expectations on when they’ll receive further action and prepares the internal support team with relevant customer information ultimately reducing response time.

As a result, customer response time was reduced from minutes to seconds. By leading with human-centric design, Qumulo was able to not only improve their customer experience but also their support team’s experience and onboarding ramp time.

Scaling up with CPQ

The team at Qumulo is ready (and well-positioned) to continue to develop on customer experience and team member experience. Traction on Demand (ToD) is helping Qumulo further extend their system with Salesforce CPQ. Having internally developed products, Qumulo sought to enable CPQ best practices with ToD migrating data from the Inventory Object to Assets, as well as legacy data migration for the processing of reorders and renewals—resulting in a streamlined and automated quoting process. With real-time sales orders and invoices produced, Qumulo can further scale their sales process and increase productivity by staying focused on customer needs.

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