Customer Success team

[walaan]

For Customer Success teams, how do you set up your project space? Any best practices. [SaaS Company]

[Ste Wright]

Hi @walaan 

Some additional information would be useful here.

For example...

• What does your team do?
• Do you communicate with customers? Should they be able to raise requests to you?
• What kinds of work do you complete?
• Are any of these work types repeating (eg. on a weekly or monthly basis)?
• ...etc

Ste

[walaan]

Our team prioritizes the success and satisfaction of our school clients by understanding their needs and addressing concerns promptly. We communicate actively through various channels, inviting questions, feedback, and requests to provide comprehensive support. Detailed client records ensure smooth account management, enhancing our service quality.

Our diverse tasks, including onboarding, training, technical support, and feedback collection, aim to elevate the overall customer experience. Utilizing Jira for internal task management, we ensure efficiency, especially with weekly tasks. Structured workflows guarantee consistency across operations, whether onboarding or implementation-related.

Central to our process is creating client records linking to specific issues and tasks. This enables efficient tracking and management, delivering a personalized experience for each client.

[Ste Wright]

Hi @walaan 

I think you should check out Jira Service Management 

This would allow you to...

• Provide clients with customer accounts, so they could raise requests with you directly, and get feedback via a help portal
• You can customise information you gather from customers using both custom fields and forms, and customise different experiences for different clients/portals if needed, using different request types
• Add additional customer details, and group customers into organizations
• Automate repetitive tasks using Automation
• Potentially expand information captured using Asset Management

See more information on this page: https://support.atlassian.com/jira-service-management-cloud/

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You could also use Automation to clone issues into internal Jira Software or Jira Work Management Project(s), for tasks for internal teams. 

These could be linked together, and updates could be passed between the two Issues/Projects automatically also.

Ste

[walaan]

Your reply was very helpful, but already we have another software to handle the external communications between us and the clients and respond to the client's issues.

We need a solution to organize our CS department tasks internally and connect each task with a specific client name.

Each client must have a separate record that contains their details and I can link this record with any task.