Moving Support Platform From Zendesk to Salesforce

SpotOn is preparing to move our support platform from Zendesk to Salesforce for all Enterprise clients. There will be no downtime with minimal impact, and clients will still contact:

• The same phone number: (877) 559-4225

• The same email: enterprisesupport@spoton.com

• The same chat, accessed via Connect

What will Salesforce offer over Zendesk?

• Consolidation of systems and communication channels: improved visibility of communications between SpotOn teams (even beyond Support) and our clients. Expanded CRM capabilities.

• Improved hierarchical data access and association: ticket data will be associated across all venues to improve internal visibility.

• Enhanced internal reporting on response and resolution times: more robust reporting for better response/ follow-up tracking.

• Expanded issue and resolution capture.

• Offer the same ticket functionalities as Zendesk, and more.

• We are also recreating a secure customer portal to expand information access to your Venue(s) for increased visibility and more efficient Support interactions. We expect to release this new capability this December.

Why are we moving?

• To improve our backend and processes by leveraging our existing tech stack

• To improve our customer service by making consolidated client information more readily accessible for our support team

When are we moving?

• We are preparing to move. There will be no downtime with minimal impact.

• Further communication will come as the change-over is complete.

Need more information? Email enterprisesupport@spoton.com or call (877) 559-4225. The Support team is available 24/7/365.