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Conference Presentation

Cross Functional Collaboration Between Engineering and Support Services

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Support Services sometimes report under the Engineering organization and sometimes under the Services organization, but regardless of the structure, the collaboration between the Engineering and Support teams at all levels is critical to the success of an organization’s customers. Support often represents one of the first touch-points with the customer, while Engineering focuses on developing and fixing certain complex product issues. While it may sound obvious to realize that these two organizations need to be extremely aligned, it may be naive to think that they always are. To increase CSAT, intentional efforts are required to ensure that both organizations speak and understand each other at all levels. By creating joint KPIS for bug triaging and solving, and through fixed cadences to review key technical challenges, both organizations can remove organizational silos and set clear expectations with customers. Establishing customer focus awards for Engineers nominated by Support and jointly addressing CSAT feedback foster the development of a customer mindset; by organizing customer meetings with Engineering, the voice of the customer is directly listened to by those who actually develop the product and by jointly brainstorming on common customer challenges teams can reduce silos and value their own idiosyncrasies.

Presented By:

Jaime Farinos

Head of Customer Success and Services, Chronicle, Google

Publish Date: May 6, 2021

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