Identify customers and prospects to help Support align and communicate with Sales
The Support team responds to tickets in Zendesk based on the plan the customer is on. There are some customers Support can serve better if we are more closely aligned with information Sales has about them. This issue proposes a two ways to help with that.
1. Prospects that Sales wish to give temporary access to support
Occasionally there is a need for a prospect to 'try out support'. To make it easy for Support to identify these customers we are proposing two new
Support Levels in SalesForce called
Prospect Self-Managed(for 'self-managed' customers)
Prospect dotcom(for '.com' customers
(For implementation: The 'Support Level' field already syncs to Zendesk is identified by
Support_Level__c in SalesForce)
Two automations / restrictions in SalesForce will prevent too many customers being given access:
Limit the total number of
Prospect dotcomcustomers at any one time so that is not abused (e.g. 25. The number could grow as GitLab grows). If the maximum limit is reached, the field in SalesForce would not be selectable until another customer is removed from the feature. It would be up to Sales to discuss internally who is eligible at any given time.
Prospect dotcomin SalesForce so that it disables / turns itself off after two weeks.
2. Strategic customers
The second group of customers we'd like to identify are customers who have been identified as
There is already a check-box field in SalesForce for this:
Customer+ but its use is not clearly defined. The proposal is to rename
- A SalesForce automation to restrict the maximum number of
Strategiccustomers will be required (e.g. 40 customers as of December 2018 - can be increased by C-Level decision as GitLab grows.)
- A process should be documented by Sales Directors and C-Level people at GitLab as to what constitutes
Strategicand who in GitLab makes the decision. This should be clear within SalesForce.