Customer Success @ Elastic: Elastic Stack + Salesforce = <3

Come and see the folks behind the Elastic curtain, and we’ll show you how Elastic uses the Elastic Stack to enhance our internal technology stack.

A.J., Kristina, and Pius will discuss Elastic’s Customer Success programs, showing you start to finish how they query and expose license data, how they use the Elastic Stack to enhance the Support Engineers’ experience in their support console, and how they bring all that information together in Salesforce to provide a predictive and holistic system for customer health

A.J. Angus l Manager, CRM Engineering l Elastic
Kristina Frost l Manager, GTM Strategy Tech & Ops l Elastic
Pius Fung l Support Engineer l Elastic

Transcript

1. Elastic March 9, 2017 Customer Success at Elastic Elastic Stack + Salesforce = A. J. Angus, CRM Engineering Lead Kristina Frost, Sr. Manager Tech & Ops Pius Fung, Support Engineer
2. Title Here (Arial 48 pt) Title Here (Arial 48 pt) AJ Angus CRM Engineering Lead Kristina Frost Senior Manager, Tech & Ops Pius Fung Support Engineer
3. What’s In A Customer Things that happen in a project Actual Projects Contracting / purchasing Sites / regional details Logos and Headquarters Company Accounts Quotes/Contracts Subscriptions Subscriptions Licenses / Cases / Clusters Accounts Flexible layers for features that expose or utilize customer data
4. 4 Licensing Case Search & Analytics Customer Insights • Aggregation and matching • Self-service licensing (internally & externally) • Visualizes the life of a subscription • Case full-text search for issues and errors • Provides key metrics • Statistical algorithm for customer health • Basis for all alerts / forecasts / warnings
5. Licensing + Case Search
6. Our Goals: • Improve search quality • Make search results more user friendly • Provide a chronological display of case emails, posts and comments • Leverage the power of full-text search and analytics • Identify product and customer trends • Dogfooding Case Search & Analytics Technical Overview • Elastic Stack 5.x • Elastic Cloud • Custom Logstash Plugin • Kibana with Reporting • Google OAuth integration • Embedded dashboard via iframe • Sometime in the future: KBs and NLP
7. Case Search • Perform full text search with highlighting • Expand/Collapse, sort and filter using Kibana’s intuitive user interface
8. Case Analytics • Gauge popularity of features and supporting systems • Identify trends and inflection points
9. Case Analytics • Embedded into Subscription object page layout (Visualforce Page) • Available for cross team access • Matched documents available alongside analytics results
10. Demo
11. Subscriptions are Machines and Non-Renewals are Anomalies Customer Early Warning Systems 11 Define Factors 1 2 3 4 5 Capture & Model Start Scoring Monitoring Customer Health Alerting
12. 12 1. Rolling forecast of subscription health 2. Proactive account team alerting for negative indicators 3. Renewal post-mortems What do we do with this information today? Subscriptions Account Team Base value Human forecast Actual probability
13. 13 This is a sample image Where do we go from here? • Dynamic Customer Experience • Proactive Support that learns over time based on your subscription attributes • Articles and content that recognize your use case and development stage • Machine Learning for CRM
14. Questions? (this slide brought to you by Marty Messer, Elastic’s VP of Customer Care)
15. www.elastic.co