“We expect the volume of service to rise, and I believe we will rely on the Premier+ Success team to support that growth. We are extremely happy with the relationship.”
KONE enjoys rapid growth with support from Premier+ Success.
“The Premier+ Success team is so well integrated in our processes, that most of our internal users think the people answering their requests are KONE employees.”
Highly responsive administrative support
By using Premier+ Success, KONE’s IT group that supports Salesforce has been able to remain lean. The Premier+ Success team supporting KONE usually includes five to six part-time employees who respond 24/7 to user requests for administrative needs in Salesforce, including building reports, creating new users and changing permissions. Premier+ Success team members can also efficiently redirect and escalate tickets.
“We organise by country, for example, so when a user wants access to multiple countries, this requires approval,” Martinache said. “It is important that the user understands the organisation to make these decisions.”
The Premier+ Success team resolves about 400 tickets a month, and closes more than 90% of them within 48 hours. By contrast, Martinache said, tickets for other software vendors may take several days to resolve. CSAT surveys regularly reveal satisfaction rates of higher than 95% among internal users.
“We are proud that we have found a way to work together to deliver efficient support through our long partnership,” said Martinache. “I love the performance of the Premier+ Success team.”
Continuous quality of service
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