MongoDB shapes its CX success through data and automation…
MongoDB partnered with SweetHawk and Zendesk to provide its internal teams with real-time metrics and data for a better customer experience. The implementation has resulted in a 91% Net Promoter Score. SweetHawk’s Super Suite of apps for Zendesk provides project management, change management, and human resources tools for MongoDB. The Super Suite has helped improve transparency, productivity, and reporting for the company.
“The SweetHawk integration was very straightforward and allowed a high level of customization. I love the fact that we are able to easily set individual permissions and individual access for specific groups, which was critical for us,” shares Nguyen. “We now have the power to determine what apps are needed for each specific group within MongoDB.”
“We realized that there were some gaps for our teams using Zendesk,” says Dahl. “Task management was a big one, like using the platform to add business processes to a particular incoming support request. SweetHawk’s ability to add tasks and subtasks was crucial for us.”
“With SweetHawk, we can now tie into the complete employee experience,” says Stafford. “Agents can now provide feedback in terms of the workflow. IT then allows team leaders to analyze that data and create actionable items for the upcoming quarter.”