My org has a completely separate ticketing system for CS issues that is siloed to only CS reps. What’s the best way for revops to help with this situation? Why is it important to remove a silo like this?
Although I am not a Systems expert, I have experienced this challenge as part of my RevOps career. From my standpoint, the root cause maps to the fact that most CRM Systems are built with the "Sales" use case at its core, and often the workflows and capabilities for Customer Success and Support can be limited.
A separate ticketing system for CS is not an issue on its own; however, if you respond "Yes" to any of the questions below, you might have an opportunity to enhance your Tech stack:
- Do Sales Reps have proactive visibility and alerts on CS tickets?
- If a Customer mentions a CS ticket to a Sales Rep, can they check the status and interact with the ticket (i.e. ask for an update)?
- Are there clearly defined SLAs, and are CS teams accountable for the SLAs?
- Is the ticket data ingested in Data Warehouse and aggregated with account and opportunity data, in order to enable effective performance reporting?
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