Today we're talking about the importance
of critical incident response.
I'll take you behind the scenes
to show you how Salesforce handles
critical incidents, as well as share four
tips for your incident response strategy
that will help you save money,
scale your services and drive success now
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A critical incident
is an unplanned disruption in service,
so when it comes to critical response,
every moment counts.
90% of our customers
say how a company acts
during a crisis
reveals its trustworthiness.
Which is why a critical incident response
strategy is important for your business.
No matter how many customers are affected.
Your goal should be to reduce the impact
for all involved.
Restore service to the customer
and resolve the issue as a team.
At Salesforce, we have a dedicated 24/7,
365 global team
that earns and maintains customers
trust and confidence
by providing them with the best experience
during critical incidents.
Here are our tips for delivering
an effective critical incident response.
Tip number one: define processes,
people, and plays.
To ensure we deliver a consistent,
repeatable service,
We first have to define
the right processes, people, and plays
that shape our critical incident
response playbook.
our playbooks provide a forward
thinking path for resolution
with an if – then scenario that prepares us
for any type of issue.
We decide which plays to execute
by asking the following questions.
What is the current issue and how is it
affecting our customer's experience?
How many customers, teams
and stakeholders are affected?
How long has the issue been going on?
What's being done to restore service?
What extra resources are needed
for this issue?
With this information,
we engage the right people and execute
the plays that lead to a quick resolution.
For incidents with a broad impact radius,
we launch a unified command response
based on FEMA,
the Federal Emergency Management
Agency guidelines.
We provide a centralized corporate
response calling in across company
expertise to a central command bridge
for key decisions and communications.
experts in product, finance, technology
operations, sales or executive leadership
who provide direction, resources
and knowledge
to restore service promptly.
Tip number two: gather key information.
During an incident
it's important to gather key information
to help us restore service faster.
Since every customer is unique,
different issues
require different levels of escalation.
To us, it doesn't matter if one customer
or a thousand customers are impacted.
We provide the same level of service.
Customers won't be handed off to different
departments to resolve their case.
We do this by bringing our understanding
of the entire customer
journey into resolving cases.
First, we obtain detailed data
like account information, change
notifications and customer infrastructure
to get a 360 degree
view of the affected customers.
For the most severe incidents, we conduct
customer webinars to answer questions
in real time and to learn directly
from customers about their experience.
This means fewer support cases
and more cost savings
as customers are reassured
that they'll get the information they need
Armed with this information, we're able
to identify the right next
steps for faster resolution.
Tip number three: leverage technology
and teamwork.
Our team leverages the entire Salesforce
suite of products known as, Customer 360
to deliver a fully integrated
and aligned incident response to quickly
mitigate the disruption and communicate
with our customers and our internal teams.
When creating a critical response plan,
it is really important
to have, a centralized hub
that collects and stores
our incident response processes,
communications, and incident data. For us,
that's powered by Service Cloud.
A public facing website where we keep
customers informed of incidents
in real time known as our trust site.
We use Heroku,
which enables us to manage applications.
An email marketing tool to reach
affected customers with incident alerts,
webinar invitations, and notifications
when the incident has been resolved.
For us, this is powered by Marketing Cloud.
And a way to collaborate
with skilled experts to solve incidents
more efficiently.
For us, this is powered by Slack.
The team has full visibility
into incidents
because all the customer data
lives in one single source of truth.
Helping teams to reduce time
to resolution.
Tip number four: report, revisit, repeat.
Again,
the main goal of critical incident
response is to reduce the impact
on customers by quickly restoring service
and ensuring their future success.
At Salesforce, one of the ways we do
this is by identifying incident
trends and patterns
with a variety of analysis tools.
MuleSoft to pull together
all our customer data into the customer
incident hub from our internal external
Salesforce platforms and beyond.
This allows us to analyze key metrics
like the number of incidents,
response time,
resolution time, and customer satisfaction
to deliver a more efficient solution.
We also relay trends and incident data
to the technology teams to address
any infrastructure issues or advise
customers on better performing solutions.
This has led to initiatives that improve
platform availability and help prevent
reoccurring incidents so that we can be
more proactive. For incident analytics,
we use Tableau and Analytics
Studio powered by AI.
With the right data,
you can prevent incidents from happening,
which reduces the caseload on engineers
and ensures higher customer uptime,
which leads to greater profitability
and customer success.
Our four tips
for Efficient Critical Incident Response.
By creating a playbook,
leveraging the right tools,
communicating efficiently,
and iterating on your processes.
You're bridging
the gap between trustworthy technology
Check out the additional resources
provided and be sure to watch
the other episodes in this series
to learn how we use our solutions
to deliver exceptional service
experiences and drive success now.
Thanks and see you next time.
