The tool stopped working for one customer. Just one. Support checked the usual thing first: was this a known issue. It wasn’t. No other account was seeing it. No spike on the status page. No open incident. Whatever this was, it lived entirely inside one customer’s account, and nobody on the support side had seen […]
An integration change went in. Scoped, reviewed, approved. Promoted in the window it was supposed to go in. ServiceNow has the record; who asked for it, who signed off, what it touched, when it landed. Everything in that record is correct. Four days later, tickets. Not a flood. Five, six. Different accounts. A field that […]
A new batch of changes went live in your Salesforce org on a Tuesday. Scoped, reviewed, staged in a sandbox, and promoted in the appropriate window. An implementation partner did the build, which was the arrangement, and the arrangement was working. Every gate that the changes had to pass, passed. The deployment was a success. […]
The renewal call had been on my calendar for weeks. The account looked fine. Health score green. Tickets low. I’d run the QBRs, sent the check-ins, logged every touch. Then the customer told me they weren’t renewing. Not over price. Not over a competitor. They were leaving because they never got the tool to do […]
The AI initiative got a name in January. A sponsor. A number. Before any of that, somebody ran a readiness assessment. It came back saying the data was not ready. They always come back saying that. So the org did the responsible thing and funded a cleanup. Dedupe the accounts. Standardize the case types. Make […]
“We’re actively investigating, and you’ll have an update within the hour.” I’ve said some version of that sentence more times than I can count. Sometimes the update came within the hour. Sometimes the hour became a day. Sometimes I said the exact same sentence again the next morning, to the same person, on the same […]
Your support team got an AI agent this quarter. Everyone was excited. It drafts responses. It routes cases. It flags priority tickets before a human even opens the queue. The demo looked fast. The rollout looked easy. Leadership signed off in one meeting. Three weeks in, a case comes in that actually matters. Symptoms across […]
The case is solved. At least, that is what the ticket says. Support found the problem. The Jira ticket is open. Engineering is on it. Progress is being made. But the customer is still waiting. And nobody told them anything. This Is the Accountability Gap Nobody Talks About In a classroom, this would make for […]
A VP of Support showed me a document once. Not a dashboard. Not a report. A document. Maintained by hand. Every escalation, logged. The date it came in. The cases attached. The deploy that turned out to be the cause. What the team checked first, and what it actually was. Row after row, going back […]
The dashboard is green. Then it isn’t. A line moves. A number ticks up. Case volume, error rate, response time; whatever your team watches, it just did something it doesn’t usually do. You see it in real time. That’s the whole point of the dashboard. It’s built to show you the moment something changes. It […]