Customer Success team

walaan April 14, 2024

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

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Ste Wright
Community Leader
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April 14, 2024

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 April 14, 2024

 

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 14, 2024

Hi @walaan 

I think you should check out Jira Service Management 

This would allow you to...

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 April 14, 2024

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.

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