Outsourced Technical Support


TECHNICAL SUPPORT TEAM

OVERVIEW



Founded in 2009, after graduating from the TechStars program, SendGrid developed an industry-disrupting, cloud-based email service to solve the challenges of reliably delivering emails on behalf of growing companies.

This is the beginning of a great story that is still being written: SendGrid. Our relationship started back in 2010 when they were looking for an engineering team to help with the former Newsletter. We knew from the very first day this was going to be a successful collaboration and now after 8 great years we still deliver high quality services for SendGrid.

SendGrid was born from the frustration of three engineers whose application emails didn’t get delivered, prompting them to launch a rapidly growing SaaS solution and quickly attracting a large customer install base. The best SaaS companies know maniacal customer focus is required to scale. In order to deliver the best experience with great results, technical support must be there in place, ready to help the customers. Even the best product will break sometime and require assistance beyond self serve documentation. It is never enough to only produce a high quality product. World class technical assistance will always be required.

Today SendGrid has scaled their technical support globally and learned lessons along the way. When the company was young, every employee helped provide product support. As SendGrid matured they started to specialize and focus employees on their key areas of responsibility. It quickly became clear that a team of focused support professionals was needed to sustain strong customer growth and customer loyalty.


SOLUTION

As the business grew and developers focused on code rather than support, the need for global 24/7 support increased. This was accomplished by partnering SendGrid support team with IntelligentBee. This scaling partnership comes with many advantages, but one big plus is that it mature their teams as they move from startup to scaling. SendGrid utilized IntelligentBee as an extension of their in house teams. The fact that we share the same culture is another advantage of growing up together.

Everyone desires a good night sleep which often is not possible with a global customer base with needs around the clock. The best way to serve the customers and employees is to partner with a company to provide support during their day shift - follow the sun model. Being a growing company with an amazingly complex product could cause trouble overnight. However with a partner in different timezones (MST vs EET) everyone enjoys the after-work time while customers are well served. Maybe it is coincidence, maybe it is good timing, but this whole time zone difference enables 24h quality of customer support work.

Another key lesson learned through this partnership is that both teams need to be able to work autonomously but still deliver consistent results. If management oversight is required around the clock that means management does not receive the benefit of the follow the sun model. Some of the reasons are obvious, some may seem hidden but we agreed the partnership provided the most cost effective and highest quality work. Both companies train their own new recruits with localized management and supervision. The result is very high quality and consistent support aligned through one weekly status meetings. Each team is responsible to keep the knowledge up to date inside the company.

We like to be scaling partners and we love to be part of extraordinary things. Building awesome products is the reason we wake up every morning and often these products require technical support work. We know how to do that, we want to do it always at the highest standards and we’re constantly looking for the next challenge.