Hi there! Our CS and Support team are working very closely (22 colleagues in total today, and 10 at the same time last year). We have recently moved from Hubspot to Salesforce as our "single source of truth" for most things related to our bigger enterprise clients. For now, only our CSMs and the Sales-team is using SF, but not our Support specialists. If I could, I would ideally want to give access to Support but unfortunately Salesforce isn't exactly free 😅
So right now we are trying to figure out how other successful CS-teams has done when it comes to access to CRM systems? How do you knowledge share? Pros/cons with giving access to Support? Any lessons learned to share?
Happy to connect with fellow SaaS & CS peers 👋