how we do it
Our Support Model
The Process
At Cloud 616, we practice what we preach. We use Salesforce.com to manage each of our client’s change control processes and have incorporated features such as Customer Community and Chatter to ensure you are always in the loop. We have multiple ways in which a customer support case can be created in our system and we have a well defined process for making sure cases are implemented in a high-quality fashion.
The People
Each of our customers will be assigned a Cloud 616 account manager who will have overall responsibility for the account and ensure expectations are being set and are being met. The account manager will meet with each customer face-to-face in their office at least once per month for one hour to review new or open requests and talk through strategic matters.
A support analyst is also assigned to each account who will provide day-to-day support covering maintenance, bug resolution, and work on approved requests. The support analyst will dial-in to the monthly meetings to provide or gather clarifications.