A novice on Salesforce, Conner was essentially on her own at the beginning, with no one at CBT Nuggets knowledgeable enough to train her. On her first day, the sales team manager handed her a sticky note with the Premier+ Success account number on it. This number became her lifeline.
“I was brand-new on this platform that I didn’t know anything about,” Conner said. “I called Premier+ Success with any questions I had, and I got immediate answers. I was able to open as many cases as I needed to, and somebody always got back to me quickly.”
Conner filed tickets at the beginning to get help with configuration. As she studied the training modules, she needed basic support less. When she did file a case, however, the Premier+ Success team always responded the same or next day.
The few times CBT Nuggets needed fast resolution, the Premier+ Success team immediately took charge of the issue. Conner recalled a time, just after the company had transitioned to Salesforce Live Agent from another chat software. A technical bug suddenly prevented CBT Nuggets representatives from seeing customer messages. Chat plays a critical role in lead generation and customer experience, so CBT Nuggets leaders demanded fast resolution.
“We needed to get this fixed immediately, and we needed to keep our management team up to date on the status,” Conner said. Within a few hours of reporting the problem to Premier+ Success, a support agent set up a web meeting to walk through the problem and start investigating the root cause. “The agent was able to communicate internally how important this was to our company, so that Salesforce escalated the issue to fix the problem quickly,” Conner said. “And they kept us updated throughout the process to let us know what was going on.”
As Conner adds to her team, and the company expands its use of Salesforce products, she anticipates relying heavily on Premier+ Success for onboarding and training services.
“I’m hiring a new employee to support Pardot, and that person will use our training library and will be able to open support cases as they learn to handle marketing requests,” Conner said. “We will expect that person to get trained quickly. Premier+ Success will provide them with anything they need to know to get the job done.”