Image credit: Sensibill

The entire Client Success team here at Sensibill is excited to share the latest update to our client experience: Service Desk 2.0.

Here at Sensibill, we take the success of our clients very seriously, not only because we strive to see our clients succeed and thrive with our solutions, but because client experience is a cornerstone of our business.

As part of our new Client Success framework and methodology, we carefully analyzed our existing Support Portal and identified that it needed to be modernized and streamlined to improve our clients’ overall experience with Sensibill.

Why pivot our Portal now?

As Sensibill continues to grow and scale, it’s important that we continuously verify the Client Experience, and this means working and making changes to reduce manual work along with helping our clients better engage with the Sensibill team.

With that in mind, our Service Desk 2.0 allows us to provide a more scalable and user-friendly approach for helping our clients raise requests.

Starting in January, our team drove a complete overhaul and revamp of our Support Portal/Service Desk ticketing tool to include improved UI/UX aligned to Sensibill's updated branding and our company’s mission.

Here are a few key ways our new support portal helps our clients:

• It provides easier navigation for Sensibill users to raise challenges or questions for different products and environments (ie. sandbox or production)

• We've streamlined the request forms used to raise challenges and removed unnecessary requirements, keeping only what is most critical to triage critical matters and reduce both friction and time from a client perspective

• It includes improvements to the backend workflows and processing to ensure we're able to review, triage, and solve client challenges in a more efficient manner

How does it improve the customer experience?

The prior version of our Service Desk was difficult to navigate, had a redundant UI/UX, and didn’t break out different products, which led to some additional steps required to clarify before we could move an issue forward to resolution.

We also determined that previous submissions included fields we felt weren’t necessary, and so these were streamlined and consolidated.

When looking at our overall client experience and workflows, we knew it was a priority to revamp the Support Portal/Service Desk to provide a more user-friendly UI that is more easily navigable. With our new Service Desk 2.0 in place, it’s now easier to gather the information needed and thus requires less back and forth with our clients, improving time to resolution.

What’s coming next?

This important update represents the first phase of multiple phases planned to improve our overall client experience. In planning our next phases, which will include more self-service resources and more granular visibility into status/health of client environments amongst other improvements, we're continuing to listen to our clients and are making investments in areas that further our efforts and work of always thinking client first.

Questions for our CS team? Feel free to give us a shout here 👋

Meet the author, Rob 🏎

Rob is our VP of Client Success and works closely with our teams to drive client experience here at Sensibill. He’s a foodie with an in-depth knowledge of different cuisines and just so happens to own a sports car.

Say hi on LinkedIn 👋