The HPDS Ecosystem
Each team owns their respective responsibilities inside their scope. Often, this may require multiple teams working in concert based on a given customer experience.
After Hours and Emergency Contacts
After Hours and Emergency Contacts
Data Services Team
Submitting a Request to Data Services
Product Management Team
Helping to guide every new change or advancement to our products. Makes sure every person in and outside of the company can know and learn about it through documentation or other media and methods. Teams can create and submit user stories for feature and enhancement requests to the product team.
Warehouse and Manufacturing Team
This team helps manages all things related to product assembly, order allocation, BOM components, logistics, and inventory management. They facilitate handling submitted RMA and non RMA orders.
Orders Team
The orders team manages all facets of the orders process with duties that include:
- Order entry from Distribution partners, sales, customer support, VWH (virtual warehouse)
- Receive and confirm PO and validate all information provided
- (Non warranty support) RMA order entry from Distributor partners and ProServ turn-key projects. ex: return for a refund
- Product pricing/availability inquiries
- PO (purchase order) update inquiries
- Backorder status update to Distributor partners and internal sales team
- Account updates in NetSuite including name changes, tax certs, hierarchy changes, IMP updates
Sales Team
The Sales team are more than just a sales team. Their day to day can vary greatly. They own and manage certain account related data and relationships in regard to distributors, brands, and customer accounts based on region.
Inside Sales Team
This team will do more initial outreach to potential customers. They are responsible for landing new accounts/logos via outbound prospecting and marketing lead follow up.
Account Managers
This team helps the regional sales team members with pre & post-sales support items. They assist assigned members of the sales team with Sales support related help to accelerate the sales cycle and expand opportunities where possible.
Pro Services Team
Provides comprehensive installation services, project management, product specialization and turnkey deployments for customers including HPM customers. This team will manage projects and site installation activities for HPM customers.
Distributor Partners
Distributor Partners are businesses that vary based on region who order, carry, and sell our products. They may order and sell our product to customers in their area in addition to providing other services like On-site services or help. Because not all Distributors may operate in the same ways, it’s important that conversations involving them are adjusted to this fact.
Customer Success Team
HydroPoint Performance Management helps portfolio managers maximize results through greater visibility and constant monitoring. A dedicated team of CSM’s (customer success managers) ensure adherence to best practices, and proactive non-technical support and training. They own non technical issues related to HPM customers and customers that use WaterCompass.
Customer Support Team
The support team are WeatherTRAK and Baseline problem-solving Subject Matter Experts. They are the frontline of almost every interaction with contacts outside of our organization. This means they need to know what ever other team and role in our organization is responsible for. They know what it means for all the teams to be successful when customer’s have technical issues or need customer support related resolutions. They own and troubleshoot technical issues until that specific issue is resolved, facilitate warranty replacements, escalate unresolvable issues to Tier 3 and engineering, help identify and communicate potential trends/tool issues, and communicate them to all stakeholders in addition to playing a part in ensuring support related resources are accurate or created.
Tier 3 and Engineering Support Team
Process breakdown for case requirements and/or case ownership hand-off from Tier 2 to Tier 3 or Engineering Support team.
Tier 3 Engagement Criteria
Tier 3 ownership is issue specific, not customer specific. Tier 1 or Tier 2 may be working the with the same customer on different problems.
Tier 3 is the crucial link between customer support and the Engineering team. They work cases that Tier 2 escalates that require their expertise or in-depth testing. This team manages engineering escalations, 24x7 monitoring, bug fixes, new product testing, and product enhancements all while keeping stakeholders updated along the way.
Instances when Tier 3 Support should be engaged directly are:
- Tier 1 and Tier 2 support have exhausted all resources and troubleshooting knowledge.
- Standalone server work that requires direct access to the server is required (New server deployments, server upgrades or live changes).
- The issue is currently owned by the Tier 3 team.
- A member of the Engineering team is requesting help with a ticket of their own.
Engineering Support
Anyone (Internal or external) engaging Engineering Support directly should be re-directed to Tier 1/Tier 2 whenever possible. The Engineering team consists of on and offshore teams that work to continuously improve, enhance and strengthen our technology from the engineering perspective.
Any consults or ownership hand-offs to the Engineering Support team must have a Salesforce ticket. Salesforce gives each member of Engineering Support the ability to record updates, communications to interested parties and manage their assigned cases and their respective SLAs. Not all work will be associated with a Jira ticket.
Engineering Support will be responsible for tying their consult notes to the case brought to them. In the event case ownership is handed off to Engineering Support, Tier 2 is responsible for validating the completion of all relevant case fields and notes required by themselves and Tier 1.
Engineering Support case requirements: (These should be included prior to Tier 3 engagement)
- Issue overview (Clear problem statement)
- All stake holders (Contact information for all external parties should be provided)
All troubleshooting performed and results of that troubleshooting
All hardware involved and that hardware’s firmware version
- Expected behavior (how it should work)
- Customer Impact (what problems does the customer experience)
- Scope of Issue/Impact (how widespread is the issue)
- Customer reported (Y/N – if yes provide details)
- Recurring (Y/N – if yes provide details)
Strategic Services and Account Renewals Team
This team is focused on analyzing current offerings, taking a strategic approach to expand and fine tune existing processes and opportunities, and increase our service and subscription list offerings. This team owns issues related to billing and updating customer subscription related services.
BPM (Business Process Management) Team
Led by Steve Wilde – SVP Business Performance Analytics.
Business Program Management (BPM) is process where the company looks at all processes in total and individually. This team analyzes the current state and identifies areas of improvement to create a more efficient and effective organization. The BPM Team creates, edits, and analyzes the predictable processes that make up the core of its business. The goal of this group is to align all major components of multiple projects by organizing people and processes, and analyzing performance data to drive business decisions.
CRM Team
Requests should be sent to CRM-ERPHelp@hydropoint.com for:
- Salesforce /NetSuite access/ updated permissions
- a systems enhancement
- resolve issues in completing a task in system or resolve system error
- CRM/ERP SYSTEMS and APPLICATIONS (NetSuite, Salesforce, Workato, Click to Pay/Braintree, DocuSign, etc.)
- The recipients of this email group include (don't need to cc: separately):
- Jennifer Elu (moderator)
- Steve Wilde
- Francis Amalraj
- Srikanth Challa
- Sunandha Sreeram
- Derek Irving
see CRM ERP Help Request Formats document. (brief below)
Subject Line: [brief unique error or system enhancement]
Story Statement: as a [_role, user, department request applies to_] I want [_business purpose or enhancement _] so that [_why_]
Acceptance Criteria: this applies only to [1. __ 2.__ 3.__]
Field Classification: [add Field, Add Drop Down, Picklist Option, New Workflow]
Asset (controller) or Account (customer) have this field
UAT: [Person]
Boolean field (checkbox)
Comment Field [what to add]
Location of Field to be located: [transaction v subscription]
IT Support Team
In addition to all internal IT support and operations, they ensure that the technology and IT solutions we use to support our business-critical services are functional and maintain uptime requirements. They would help own fixing internal technology and equipment related issues.
Hydro Analytics Team
This data focused team works with Engineering, Customer Success, and WaterCompass teams among others to Identify and communicate water savings potential, verification of savings, and Data services provided to (Finance, product, CSS, Sales and Marketing). They improve processes and tools internally to the team and beyond.