Customer Success in ExpertConnect
Written by Meghan Fisher
Updated at February 7th, 2025
Table of Contents
Dealers leveraging a Customer Success team type in ExpertConnect can streamline processes by enabling a new integration for their Deere Customer Success Manager to share customer intervention data with them. See the steps below on setting this up for the first time, watch the video to see it in action, or visit the Customer Success DealerPath site for more information on the ExpertConnect Use Case for this team type and other resources.
Admin Tab Set Up
Prior to your CSM sending the first alert to your ExpertConnect account, your account admin will need to set the default team that tickets should be created with from the Admin page in ExpertConnect. Select Integrations, Consent Based, Customer Success to set your Customer Success team as the default. Click Enable once done.
Managing CSM Provided Interventions
Tickets sent to a dealer account from your Deere CSM will automatically show as a new unassigned ticket once the above integration is set. Use the Reassign button in a ticket to indicate the correct customer you would like to communicate details of the alert too. As a best practice, dealers should close the loop with customers in the ExpertConnect ticket as opposed to reach outs via a personal or work phone to accurately capture data and analytics for the team.
Watch the below video for a step-by-step view of what this will look like in your ExpertConnect account.
For any other questions on Customer Success, please reach out to your Deere Customer Success Manager at customersuccess@johndeere.com or at 515-400-4153.