Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks

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The Customer Support Podcast

Sandeep Jain

24 episodes

2 days ago

Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization. The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support. Your host is Sandeep Jain. Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com

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Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks

The Customer Support Podcast

44 minutes 47 seconds

5 years ago

Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks

"Single pane of glass for simplistic support is missing"

Adam’s team is responsible for support operations
Customers — Traditionally sold products to Service Providers but now sell to a lot of enterprises globally
Support Organization— Primary JTAC (Juniper Technical Assistance Center) — outsourced Level-1 support , Advanced TAC (Level-2/3 Support), Advanced Services, Resident Engineers, Named Engineer(s), Customer Care for administrative support, Customer Success (just starting). Teams are primarily global. Roughly 1200 people. Tier-1 /outsourced is roughly ~500.
Support Tech stack — Moving over to Salesforce ServiceCloud (ticketing, community). Search is Coveo. Believe in Buy (vs build). Mobile App is desired by missing
Incoming tickets — 75%+ over web, no email
Case deflection — Roughly 80% cases closed by Tier-1
Self-service — current channels requires effort and time on part of customer. Single pane of glass for support is missing
Chatbots — Trying out Salesforce bot for transactional support (update on case, re-send welcome email letter for subscriptions etc.)
AI/ML — lot of technologies (including open source) out there. Planning to use chatbot for transactional queries.
Metrics — MTTR is #1 target. Efficiency for internal Support as well
Support has changed dramatically over years — people want answers and solutions lot faster. Support channel is now mobile
Resources — Customer Success by Nick Mehta, Start with Why by Simon Sinek, Look at More by Andy Stefanovich