Getting Started Checklist for Customer Success Team Managers

You've recently built your Customer Success team at your dealership and are now ready to begin proactive communication with customers in ExpertConnect. Follow the checklist below to kickstart this new team type, with each link corresponding to the help article on how to complete the task. You can also view the video at the bottom of this article for step by step visuals of these tasks. 

1. Subteams 
   1. When building your Customer Success team type, managers should create the team as a subteam to a centralized team. This helps provide customer familiarity with your proactive team by using a shared number with a centralized precision or support team. Read more on creating subteams here. 
2. Customer Success Integration Set Up
   1. Account admins will need to enable the Customer Success integration from the Admin page to receive proactive alerts from your dedicated Customer Success Manager. See how to enable the connection here. 
   2. If you're unsure who your account admin is, you can see a list of users and their role within ExpertConnect from the Advisors tab on the Manage page. 
3. Invite Your Customer Success Manager as an External Advisor in Your Account
   1. Your dedicated Customer Success Manager (CSM) should be added as an external advisor for visibility to customer tickets and to provide notes to your Customer Success team as needed. Reach out to your CSM directly for advisor information to add them to your team, or read more on inviting External Advisors here. 

      Your CSM is not intended to take inbound tickets or calls from dealer customers. CSMs should be added rather for visibility to the customer success team. 

       
4. Enable EmailHub
   1. Managers will need to create a dedicated EmailHub address for their Customer Success team to utilize as a communication method with customers and to receive responses in tickets to proactive communication sent from John Deere. We recommend an email alias of “customersuccess@yourdealeralias.com”. Read here how to enable a dealer customer success email address in ExpertConnect. 

For additional resources, click to watch the video below or reach out to the Customer Success team at customersuccess@expertconnect.johndeere.com.