To provide consumers with true energy freedom and support the adoption of electric vehicles, Tritium is working with customers to make chargers available in more locations. At the same time, the company has been increasing its capacity to support this growth. It has established support teams in the US, Europe and Australia and, using Service Cloud, the teams work together to provide 24/7 phone, chat and email support to customers all over the globe. This has helped to streamline workflow and allows teams to manage higher volumes of information so they can efficiently attend to customers’ needs. Also, using Salesforce, Tritium is now able to start measuring service performance and driving improvements.
Using Service Cloud and a new Customer Community, Tritium has also introduced self-service. Customers can use the portal to log support cases or find answers to frequently asked questions in Tritium’s knowledge base. They can also monitor the performance of their charging network. The performance data comes from Tritium’s IoT platform which is integrated with Salesforce through an API.
“We now have complete visibility into support cases and the health of our customers’ networks, and by using Salesforce, we can share that information with our customers to provide a better experience,” said Weeratunga.
To further streamline service and improve collaboration with partners, Tritium has introduced two Partner Communities. The first community is used to manage field service requests and provides partners with customer and technical information to help them do their jobs. The community also has live chat and video calling embedded so that partners can quickly contact Tritium’s engineers for help. Partners are able to update the status of jobs as they progress and both Tritium and its customers can see the updates in real-time.
Tritium’s second Partner Community is for partners who resell its chargers to customers like fuel stations. The community provides these partners with information to support sales and marketing, including datasheets.
“Our Partner Communities have streamlined collaboration with partners and also improved accountability. We can see when partners are working on a case and also see when that case is closed. It helps us manage the experience for our customers from end-to-end and makes communication more efficient,” said Weeratunga.