As an industry-leading cybersecurity software platform, Thycotic protects companies around the world from cyber-attacks. They serve 10,000+ customers worldwide, including 25 of the Fortune 100, while maintaining a 97% customer renewal rate and a 96% customer satisfaction rate.
Such a crucial role in protecting their customers’ data requires exceptionally high standards for Thycotic’s customer support team. They’re under pressure to solve customer problems as quickly and reliably as possible.
Thycotic turns to Troops to help them meet stringent service-level agreements (SLA) while delivering excellent customer experiences. Troops workflows and Slack messaging help them:
We spoke with Derrick Labaran, director of technical support at Thycotic Software, to learn more about how Troops supports Thycotic in meeting and exceeding their customers’ expectations.
As director of technical support for a cybersecurity company, Derrick Labaran says that meeting the demands of strict SLAs is of the utmost importance. “For us, our biggest thing is knowing about cases and knowing what stage the case is in so that we can react quickly and meet SLAs,” he says. “Troops gives us the flexibility to move quickly.”
When it comes to nailing customer support, the stakes are high for Thycotic.
If something goes wrong with Thycotic’s software, it could mean exposing customers to any number of cyber-attacks—thus leaving those customers’ customers vulnerable to identity theft or hacking. Support tickets can come in at any time, from anywhere. It’s crucial that their 24/7 customer support team, distributed across several continents, adhere to time and prioritization demands of customer SLAs.
The problem is that timezones can make it tricky to meet SLA standards 100% of the time.
To ensure a timely response and avoid timezone lags, Thycotic assigns support teams to cases originating from the same locations. A case coming in from North America will go into the North American support team’s queue.
But if a North American case comes through at 8 p.m. EST, and the customer has a 12-hour SLA, that case needs to go to their Asia-Pacific support team. Thycotic needed a way to automatically route off-hours tickets to available teams.
To add another level of complexity, it’s also critical that Thycotic assign and prioritize each case according to its severity level.
“Depending on the severity, we have stringent response times,” Derrick told us. “Not only for the first response, but also so that [cases] are worked on consistently.”
Then there’s the nature of Thycotic’s support cases, which aren’t simple fixes.
“The cases that we get are incredibly complicated,” Derrick said. “The vast majority involve having a remote session with a customer, re-creating stuff in our own AWS [Amazon Web Services] or Azure.”
Thycotic uses Salesforce Support as its central source of customer data. But collaborating on complicated cases can be a challenge using Salesforce alone. Cases can go on for hours, days, and sometimes even weeks.
Troops helped Thycotic streamline the assignment and prioritization of support tickets. By pushing notifications to Slack, Troops gave Thycotic’s support team real-time visibility into support cases as they came in.
As soon as a case gets assigned in Salesforce, Troops sends a notification signal in Slack to the assigned agent with the severity, context of the issue, and details on who the agent will need to collaborate with.
“We have a very strong Slack culture, and people are always collaborating with each other there,” said Derrick. “The Slack notifications are much more effective in getting the team’s attention.”
Troops also fosters collaboration by alerting the worldwide support team of high-severity cases.
“Severity 1 cases usually [come in through] a direct call-in from a customer,” Derrick told us. “The entire [worldwide] support team gets notified via Troops about the severity 1 case, and we handle them by hand-raisers. We do this because we want to make sure the support ticket is handled by someone with time.”
If no one is available to handle a high-severity case, Troops sends a second alert 15 minutes later, notifying the worldwide management team that the case needs to be addressed immediately.
“We are always able to get an engineer to get on a call with a customer once they call in,” said Derrick. “And at worst case, a manager will service them 15 minutes later after the second Troops alert fires.”
Thycotic has some accounts that only very experienced engineers and customer experience managers should handle. In those cases, Troops alerts specific individuals when a top-tier account has submitted a request.
“I also do this for certain accounts so that I, myself, am notified every time those accounts submit a case,” Derrick said. “That allows me to look at the case myself and then decide what the most appropriate course of action is.”
Thycotic also uses Troops to simplify processes for their sales and customer success teams. Here are just a few examples of Troops signals that Thycotic uses to power customer relationships and revenue:
Thycotic’s global cybersecurity support team has met and exceeded a high bar of customer service excellence using Troops signals to automate key workflows.
Imagine what your support team will accomplish when partnering with Troops:
If a global team of cyber-defenders can level up their support response to 99% SLA compliance, anyone can. Troops will help you get there.
Learn more about how your team can benefit from Troops.