“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.”
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.”