Technology, email security software (SaaS)High-Growth Email Security Company
A high-growth email security company built its support operation on Service Cloud, then extended it to customer and partner communities.
An email security software company was scaling its customer base quickly and needed a support operation that could keep pace. Cases, SLAs, product issues, and customer self-service all had to work together.
The challenge
Support requests came in by email and web with no structured case process, SLAs were not measured, and engineering escalations lived in Jira with no link back to the customer case. Customers and partners had no self-service portal for tickets or knowledge.
The solution
SiiMPLY7 implemented Service Cloud with case queues, assignment, auto-response, and escalation rules, web and email to case, and a knowledge base. The team then added entitlements and milestones for response and resolution SLAs, launched a customer community for cases and knowledge deflection, integrated Jira for engineering escalations, and later built a partner community.
Implementation highlights
What we built.
- Case management with queues, assignment, and escalations
- Response and resolution SLAs with entitlements and milestones
- Customer community for cases and knowledge articles
- Jira integration linking escalations to customer cases
- Partner community for the channel team
Results
Response and resolution tracked on every case
Customers find answers and log cases online
Engineering escalations tie back to the customer
Engagement summary
What began as an 85-hour Service Cloud build grew into a multi-phase relationship over two years, covering SLAs, communities, integrations, and ongoing support.
What's next
Later phases continued to extend the partner community and ticket integration as the channel program grew.
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