img-ss8SS8 Supports Enterprise Customers with Service Cloud Communities

The Challenge

SS8 is a leading provider of end-to-end communications and cyber intelligence solutions, headquartered in Silicon Valley. The company enables law enforcement agencies and national governments to collect and monitor voice and data from internet protocol and call detail records, to content such as webmail, search results, social media and chat – in accordance with local laws and standards.

Deborah Silberman, Senior Director of Operations knew that support reps were struggling with their Fortune 100 customers, who were calling in frequently for updates on their open cases, and were often frustrated when they did not get the information they needed.  A lack of transparency about case content and history turned out to cause the product team to be in a reactive mode, working on issues dictated by customers, rather than designing awesome new features. Deborah called West Coast Consulting for help.