Streamlining Customer Support and Sales Requests with IoT Automation at Streak

• Networks & Connectivity - Routers & Bridges

• Buildings
• Equipment & Machinery

• Sales & Marketing

• Building Automation & Control
• Retail Store Automation

• Training

Streak, a Gmail-based customer relationship management (CRM) platform, was facing challenges in managing customer support and sales requests. The inherent challenges of customer support, such as dealing with customers on their less-than-best days, required a high level of camaraderie and collaboration within the team. The team needed to share helpful language, search tips, and find ways forward when issues arose. Furthermore, the process of managing and linking customer data with support requests was manual and time-consuming. The engineering and customer success teams needed a way to communicate effectively, especially when bugs were fixed. The customer success team also needed a way to transform an email into a Streak Box, a repository of all information about a particular subject, in this case, a customer.

Streak is a Gmail-based customer relationship management (CRM) platform that simplifies the management of customers. The platform is used by various teams within the organization, including the engineering and customer success teams. Streak's customer success team runs their efforts through Streak itself, linking customer requests to their Box, thereby building a complete profile of the customer. The platform is also used by the engineering team to manage and track bugs. Streak uses email as one of the ways for their clients to reach them.

Streak implemented Zapier, an app automation tool, to automate manual tasks and build connections. Andrew Stewart, who works on growth and customer success at Streak, used Zapier for Teams's Shared Folders to facilitate team collaboration. This allowed him to share folders with entire departments or invite specific team members, who could then add or edit Zaps as needed for their projects and tasks. One such Zap bridged the engineering and customer success teams. When the engineering team fixed a bug, the Box's stages changed, triggering Zapier to send an email through Gmail to notify the support team. Streak also used a multi-step Zap to transform an email into a Streak Box. When a new thread started in Gmail, Zapier created a new Box in Streak and added a contact to it, using the customer's email address from the Gmail message. Zapier then looked up the customer in Streak's user database, stored in Google Sheets, and linked the customer's support request to their Box in Streak.

• The implementation of Zapier for Teams at Streak has significantly improved team collaboration and streamlined internal processes. The automation of manual tasks has made managing support and sales requests more efficient. The use of Shared Folders has made team collaboration easier, allowing Andrew to share folders with entire departments or specific team members. The use of Zaps has facilitated effective communication between the engineering and customer success teams, especially when bugs are fixed. The multi-step Zap has transformed the process of creating a Streak Box from an email, making it instant and automatic. This has provided the customer success team with a complete profile of the customer as soon as an email hits Streak's inbox. Furthermore, Zapier for Teams has helped streamline new employee training, saving time for both the employee and the learner.