- CSAT 99%
- Tickets/Month 1,000
- Agents 13
- Support Hours 24/7/365
- Products Used
Email, employee resources, confidential internal documents, team-communication platforms—they’re integral to business. So much sensitive data in cloud apps means a slew of passwords for employees to enter, and forget, and reset. Spotty compliance is not an option, and sloppy password management is every security team’s worst nightmare.
Enter OneLogin, delivering on the promise of “secure access for every user, every app, every device.” With over 4,000 customers worldwide, OneLogin offers cloud-based identity and access management that eliminates headaches for companies of any size. The solution’s single sign-on portal makes it easy for employees to access every tool they need with one set of credentials.
From its first day, OneLogin has used Zendesk Support to foster healthy customer relationships and help drive key company priorities. Initially, OneLogin planned to use Support to emphasize self-service but didn’t anticipate how the customer feedback it collected would lead to innovative changes to the support organization. Over just a few years, OneLogin has scaled alongside its user base and maintains a steady ticket volume of between 700 and 1,000 tickets per month; its support operation runs 24 hours a day, seven days a week, 365 days a year. They’ve also earned an enviable customer satisfaction—99 percent for two years running, since 2015.
So much success in so short a time hasn’t come without a lot of work. OneLogin’s customer success team, led by Tony Bagalini, senior director of customer success, hit their stride by testing new features in Zendesk Support and building out a powerful self-service help center with Zendesk Guide.
“My support philosophy is that all interactions should have a discrete ending,” said Bagalini. “We have the support team tag each ticket with one of three outcomes: a product fix, and enhancement, or a missed deflection opportunity.”
As such, it becomes easier to report on true support issues, product trends and feedback, and to see where OneLogin’s self-service can be improved. For example, deflection opportunities are passed over to the documentation team so that they can create articles in OneLogin’s help center.
Given the company’s emphasis on self-service, the tickets that the team does receive tend to be technical and complex. By deflecting simple issues via self-service, said Bagalini, “we get to the real, actually complicated issues that are truly support problems.”
Bagalini’s tagging system worked as a great way to surface technical issues, but the next challenge was how to assign them out. “We weren’t doing ourselves any favors,” he said. The support team would see a list of tickets, go through the queue and cherry pick according to whatever they thought they could probably solve. Customers began to notice when less urgent issues were solved before more important issues.
This customer feedback led to two major changes: adopting Zendesk Support’s SLA feature and abolishing tiered support. Now when customers purchase OneLogin, they choose a support plan with pre-determined response times. With a priority-based matrix, if a customer on the top-tier support plan chooses urgent, Bagalini’s team should respond within 30 minutes. On the low-level support plan, the response time for an urgent issue is within two hours. This way, support agents align their priorities with the customer’s priorities and expectations. “When we switched to using SLA’s, we instantly saw our satisfaction rating go up,” said Bagalini. “When the customers are happier, our support team is happier, so it’s been a win-win.”
Customer feedback, collected in Zendesk Support, also led to saying goodbye to tiered support. Customers didn’t like being passed to higher tiers of support whenever tier one couldn’t fix a problem. “So we said, cool, let’s not do that.” said Bagalini. The team made the switch in 2015, which is when they saw their CSAT skyrocket from the low 80s to 99 percent—which is where it’s stayed.
The new law of the land is skills-based routing. When a ticket is created, it’s assigned to a category. “The support team is more confident because they feel like they’re experts, and our customers like getting right to an expert,” said Bagalini. The company has also found that foregoing tiered support has been a business advantage, as it sets them apart from competition.
What customers do and don’t like truly matters at OneLogin—customer satisfaction is the one metric the company values above all else. To measure it, Bagalini and team focus on two things only: actual customer feedback and time to recognition. Using the built-in Zendesk survey, the team asks customers what they think. Bagalini follows up on any negative feedback and investigates how OneLogin can improve.
To measure time to recognition, the team integrated Zendesk Support with Domo, which measures how quickly a customer feels the agent understands their issue. “We don’t want to go down some rabbit hole of what the problem is not,” Bagalini said. Attention to time-to-recognition generally leads to faster resolution times. Since Domo has a catalog of apps it integrates with out of the box, it was a simple move for Bagalini, no developers needed.
The same innovative approach OneLogin has taken with their support organization, they also bring to the company at large. “Everything we do at OneLogin is cloud-based and so we like all of our employees to be able to self-service their own applications,” Bagalini said. There is no dedicated IT department at OneLogin. Instead, employees also use Zendesk to request support with technical questions like setting up Wi-Fi, or to report facilities issues, like issues with the building’s air conditioner. Internal questions route to designated people within the company depending if they are HR, IT, security, or facilities-related. To that end, Bagalini’s team also created an internal help center to host things like company policies and helpful documents for the sales team, such as the support SLAs associated with each plan.
“We’ve also organized our internal Zendesk usage to help deflect questions and to push employees to self serve,” Bagalini said.
OneLogin’s hard work wasn’t without some support of its own. Bagalini and his team participated in Zendesk’s mentor program, offered through Zendesk’s Customer Success team, to uncover new solutions and ways to use Zendesk Support and Guide. “Working with our mentor was educational and extremely helpful,” Bagalini said. “It took the product’s ease of use one step further.”
“The usability and ease of managing Zendesk Support has made it easy for me to serve our customers. We’re proud to have one of the highest customer ratings you can imagine.”