How MercuryGate Plugged Revenue Leakage from Support Cases

How MercuryGate Plugged Revenue Leakage from Support Cases

How MercuryGate Plugged Revenue Leakage from Support Cases

As one of the leading transportation management software providers, MercuryGate International simplifies and centralizes freight transportation for logistics companies across the world. Their platform supports all modes of transport including ocean, air, rail, truckload, last-mile, parcel, and intermodal. 

Based out of Cary, NC, Mercury Gate has been recognized as one of the Top 100 Logistics IT Providers by Inbound Logistics Magazine. MercuryGate also provides integrations, technology, and managed services partnerships.

Challenges

MercuryGate Support is billed separately to some of their customers. For those customers, it is not a part of their subscription fees. With a Services Implementation team, a Customer Support team, and a developer group all working on customer-facing issues, MercuryGate had a hard time keeping track of the actual time spent on specific customer cases.

Since Services Implementation was usually a timed project service, that team used a Professional Services Automation tool called OpenAir to track their time. And that worked very well for the Services implementation team. However, as the Tier 1 and Tier2 Customer Support teams grew, it became imperative for the Support team to track their time. In addition, the developer group needed to spend time on Customer Support cases too, which also needed to be tracked.

Disparate Platforms: The Services Implementation team used OpenAir to track their time and material-based projects. The Customer Support team worked on Cases within Salesforce but needed to additionally log into OpenAir just to track the time that they spent on customer cases. The developer group used Atlassian’s Jira to keep track of their work. But they too needed to log in to OpenAir to record their time.

Siloed Systems: None of the systems talked to each other. Each group worked in a separate silo. It was hard to convince the Customer Support and Developer teams to record their times in a separate system. Following that, the accounting team needed to run reports in OpenAir to get an extract of the time worked on Cases and then download those reports as Excel sheets to send over to their billing system.

Poor integration: Since the Support Team spent the maximum amount of time on Customer Cases and worked completely in Salesforce, MercuryGate needed a system that would work easily and accurately within Salesforce.

This prompted MercuryGate to look for an alternative solution that could meet its evolving needs for time tracking. 

Solution

In 2021, MercuryGate implemented PK4’s Time Tracker for Salesforce. PK4 added in a webhook module to automatically bring in developer work logs from Jira identified by Salesforce Case Number back into Salesforce.

Results

Intuitive, efficient time tracking for Support Team

MercuryGate implemented PK4 Time Tracker’s Salesforce Lightning component within their Case object. The support team now saves time and has a much more intuitive system, because they can now stay on the Case in Salesforce. They no longer need to access a separate system to track their time. And ALL hours spent on a Case are now accurately tracked.

Improved Time Tracking Convenience 

PK4 TimeTracker automatically brought the Jira work logs that were already being used by the Developer Group directly into Salesforce, tied to the specific customer case. Developers previously had to double-log their time in Jira and OpenAir. Now, they did not even need to click on a button to get their hours into Salesforce. The hours that the developers recorded in Jira are automatically brought into Salesforce through a webhook, provided by the PK4 TimeTracker.

Sometimes, the Professional Services Team that did the original implementation for the Customer needs to work on a customer case. Most of the PSA team does not have access to Salesforce. Those team members now use the PK4 Time Tracker web app to log the time that they spent on a specific Case. And that data too is automatically synced to Salesforce.

Decreased time and inaccuracies.

Before the PK4 TimeTracker was implemented, the Tier 1 and Tier 2 support teams needed to log into OpenAir to log their times. Because Accounting billed customers based on their Case numbers, the support team needed to create a task in OpenAir with the Salesforce Case number. Since the support team spent most of their time working on cases in Salesforce, they needed to spend additional time at the end of the day recording all the Cases worked during the day in OpenAir. This led to a lot of dropped hours and inaccuracies in the Case numbers. MercuryGate was reconciling time between Jira, Salesforce, and OpenAir making the whole process inefficient and inaccurate. With the PK4 TimeTracker in place, the whole operation now is streamlined and smooth.

Increased billing

Within the first month of implementation, MercuryGate noticed that the billed time for the development group and the PSA group had gone up. Because of the double logging issue, developers were reluctant to log into a second system and record their time. Now with the Jira work logs being brought automatically into Salesforce, all work hours spent on billable cases are being accurately recorded. This has turned into real dollars for MercuryGate since the developers were doing billable work for customers that were not actually being billed.

Tech Components 

  • Salesforce Sales Cloud
  • PK4 TimeTracker in Salesforce
  • PK4 TimeTracker Web
  • PK4 TimeTracker Jira Integration.

Download Case Study as PDF File

Plugging Gaps in Customer Support Revenues

Plugging Gaps in Customer Support Revenues

Interview with Mr. Jason Liner, VP FP&A MercuryGate International, Cary NC

MercuryGate is the only full power, feature-rich transportation management system (TMS) that is singularly focused on strategic freight transportation management automation and has been for over two decades. The result is the best-of-breed transportation management platform that enables logistics experts to execute efficiencies previously unattainable and empowers relative newcomers to perform at expert levels they could not otherwise achieve.

The MercuryGate TMS simplifies and centralizes the management of freight transportation within a single software platform to save time and money for shippers, 3PLs, brokers and carriers around the world. The platform supports all modes of transport including ocean, air, rail, truckload, LTL, last mile, parcel and intermodal to give you visibility to every shipment, automate manual processes, and make smarter decisions based on delivery performance.

Mr. Jason Liner is the Vice President of Financial Planning and Analysis at MercuryGate International.

1. What is your primary role in the company?

My primary role is in Financial Planning and Analysis. As a part of my role, I work across Finance, Operations, Product Development, and Product Strategy. I help drive strategic decisions throughout the business, isolating issues and articulating appropriate business solutions.

2. What was the main challenge that you wanted to solve?

Some of our customers pay separately for Customer Support. For those customers, support is not a part of their subscription fees. We also do a fair amount of implementation services for our customers. We have three different teams working on customer-facing issues. There are Tier-1 and Tier-2 Support teams, the implementation team, and sometimes the development team. All these teams primarily work in different siloed software systems – the Customer support team in Salesforce, the implementation team in OpenAir, and the dev team in Jira. Our billing to customers is done based on the Case Number in Salesforce on yet another system. Reconciling hours spent on customer Cases across these systems was a nightmare. Some of the time details would have missing Case numbers. In addition, since some of our teams needed to log their hours in duplicate, they would often forget to do that. We recognized that we were losing out on our support revenues with all these issues. We desperately needed a single system-of-record for the hours that the different teams worked on Customer Cases. One that we could easily integrate with our billing system.

3. What is your number 1 challenge to tracking employee performance? 

Disparate and siloed systems for different teams

4. What is your team size?

About 120 people in Customer Service and Implementation teams. Plus, another 50 people in the development team who also work on customer-facing issues.

5. What are you currently doing to make your customer service team more efficient?

We have implemented the PK4 TimeTracker for all our teams in different ways. For the Customer Service team, which works in Salesforce, we have implemented the Time Tracker lightning component that tracks time right inside the Case. The process is highly efficient, and we are now tracking every minute that the team spends on a Case. For the development team, we have integrated their Jira worklogs to be brought into Salesforce directly via the TimeTracker. So their time is recorded automatically into the Time Tracker, without their having even to click a button. Our Implementation team uses the Time Tracker web app to track their hours whenever they need to work on a Case. So all hours worked are now directly tied to Cases, and it all happens seamlessly.

6. What has been the significant impact for you?

Within the first month of implementing the Time Tracker, we’ve seen our Support revenues go up because all the hours are now accurately tracked. The time that we spent reconciling and billing customers has also drastically reduced.