Welcome E7's New Partner, PingPilot!

E7 Solutions is excited to announce an exciting partnership with PingPilot! PingPilot is a software company that enhances the customer service experience with on-demand support at any time. Serving as an extension of Atlassian’s Jira Service Desk functionality, PingPilot allows us to support customers faster with several forms of communication, such as Voice, SMS, Live Chat, Email, and Video.

Check out the full discussion with PingPilot's Tom Koby by watching the video above, or skim through the transcription below.

Video Transcription

Edmond:

Hey everybody, thanks for watching. I’m going to jump right in. This week, I’ve got a cool announcement to make. We’ve established a new partnership with a company called PingPilot, and I have Tom Koby here, co-founder and Chief Product Officer, joining me to share the news. Hey Tom, how are you doing today?

Tom:

Hey Edmond, doing great, excited to be here and having this conversation with you.

Edmond:

Yeah, same here. Same here. We’re going to explore a little bit, learn more about PingPilot, what you guys do, what you bring to the table. The intersection for us was… E7 has a really strong focus on service management, ITSM, in a strategic partnership with Atlassian. And you notice, we're always seeking to find out what’s next on the service management horizon. Things continue to evolve and change. I really strongly believe that PingPilot is shaping up to be the next evolutionary step in ITSM in terms of incident management and collaboration with clients. And I’m hoping you could share a little bit of that with us today.

Tom:

Yeah, absolutely. You know, it’s really eye opening what’s happened in the past 18 months. It feels like we’ve gone through call it 10 years of digital transformation in such a short period of time. And all those kind of expectations and experience, bars that have been set by the likes of Uber and Amazon in our personal lives on the B2C side, it inevitably bled over into B2B, and we find ourselves at a lucky crossroads here to be able to capture the moment and help folks on their journey to deliver better experiences, not only for their external customers, but I would argue, more importantly for their internal customers that they’re supporting across their organizations. So, excited to have that talk.

Edmond:

Awesome, fantastic! So, can you give us, give some of E7’s clients, just like a 10,000-foot view? What is PingPilot? What does it do? How does it interact with JSM?

Tom:

Yeah! I mean, at its purest form, we want to be the engagement layer for the internet. And what that means is, you get a consistent engagement experience across all channel touchpoints. And really, where it started was back in 2015, when we were working through our parent company, we were doing a campaign with LinkedIn called the LinkedIn Sophisticated Marketer’s guide. And we had this idea that came out of this campaign and it was, wouldn’t it be cool if you could click a button or a link from either an offline document or an online space, whether it’s an ad or a website or a self-service portal, wouldn’t it be cool if you could click a button or a link, and get the right person inside of your business so that you could get what you needed and get on with your day?

And really, that North Star still guides us to this day. We were kind of crazy enough to release the product to the wild through COVID. And so far, the timing was right, and we feel like the market is ready for really an antiquated set of point solutions that we use to make up our engagement layer, if you could even call it that. And we said we wanted to start from scratch, at the bottom, and we want to build it from the ground up as a lightweight, thin client that contains all the engagement tools that a brand would need.

Edmond:

That’s fantastic! Well, we’re excited to see what we can do together. I think the pairing with PingPilot and bringing that into JSM to really enhance the client’s experience, it’s shaping up, like I said, to be the next step, simplifying JSM, again, in terms of incident management or just improving the customer service with better communication. We look forward to increasing our client’s velocity of information so they can focus on their best most meaningful work. I think this is going to be a fantastic partnership. So, I’m really excited about it.

Tom, thanks for jumping on. This is just a quick announcement, a bit of a teaser for everybody. We do have more coming early next year. I think we’re going to put together a webinar together and really get into some of the nitty-gritty, and perhaps do a demo and talk about how we can actually go about working together to help some of our clients’ needs.

Tom:

Looking forward to it.

Edmond:

Yeah, same here. Thanks a lot, Tom. Hope you have a great day.

Tom:

Take care, Edmond.