Salesforce System Stabilization (Cut Support Tickets by 40%)
Cullen Boone
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Posted Jun 26, 2024
I helped decrease support tickets through a system stabilization initiative designed to reduce bugs, reform business processes, and empower the business.
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Myself and one other team member spearheaded the stabilization initiative in Salesforce. Many business units noted that the system was not user-friendly and had lots of bugs. Our task was to reduce the amount of bugs and support tickets submitted. We first performed a root cause analysis and grouped support tickets into buckets.
We attacked each of these buckets via a bug-fix, enablement to end-users, or a change in business process. We worked with the Salesforce architects, the support team, and business leaders, and eventually decreased the amount of support tickets submitted by 40%.