Customer Story: ServiceRocket Accelerates Global Employee Productivity with BlueJeans

Sharni Medina · June 28, 2018

About ServiceRocket

ServiceRocket Logo ServiceRocket helps software companies and their customers successfully adopt the software they use, to achieve desired outcomes, whatever they may be. Since 2001, thousands of organizations have trusted ServiceRocket with their software implementation, support, and training needs. Headquartered in Palo Alto, ServiceRocket also has offices in Sydney, Santiago, and Kuala Lumpur.

The Challenge

Since ServiceRocket was founded, the company has been focused on supporting distributed collaboration for employees, who are much more likely to use a Wiki or Workplace by Facebook for sharing information than traditional email. The company had been using GoToMeeting as the primary tool for internal and external collaboration. However, with the rising communication demands of an increasingly distributed workforce, along with their existing partnership with Workplace by Facebook, ServiceRocket needed a solution that would encourage better meeting productivity and a more efficient exchange of ideas.

ServiceRocket + BlueJeans

By using BlueJeans in tandem with Workplace, globally dispersed executive team members can easily join important stand-up meetings. BlueJeans meetings are livestreamed directly to Workplace groups so people have easy access to a central repository of archived meetings with comments for additional context. Conversely, a conversation that starts as a text-based Workplace chat can move to a face-to-face video meeting with an @BlueJeans command and one click.

Now a natural part of their day-to-day rhythms, BlueJeans is used for executive board meetings, team project updates, and customer demos. To Rob Castaneda, CEO of ServiceRocket, it is a holistic meeting solution—not just a handful of shared tools employees use. With employees joining from a variety of devices, including from the road via the BlueJeans mobile app, video meetings have become the de facto way to get work done. “BlueJeans is like the phone on everybody’s desk. Anything that is scheduled, that goes into a calendar—it is BlueJeans.”

Uses: Global Team Communication // Collaboration via Workplace

As ServiceRocket continues to scale, their service-based offerings will rely increasingly upon the efforts and continued collaboration of their dispersed workforce. Having BlueJeans integrate with popular apps like Okta, Google Calendar, Workplace by Facebook, and Atlassian helps streamline daily workflows while supporting more convenient communication and widespread productivity. In addition, the flexibility of BlueJeans lets smaller, more efficient groups of people attend meetings, while also providing a highly effective recorded version for later viewing in Workplace. “The business goes on; the meeting still happens no matter who’s there,” adds Castaneda.

“Being able to connect to people in real time and get their input, and communication, is paramount to what we do. BlueJeans keeps meetings focused and projects moving forward.”
— Rob Castaneda, CEO of ServiceRocket

Read more about how ServiceRocket uses BlueJeans to increase productivity.

About the Author

Sharni Medina is the Director of Customer Marketing at BlueJeans Network, where she is responsible for sharing the voice of customers through customer-driven content and supporting business reference needs. Prior to joining BlueJeans, Sharni worked at Hewlett Packard Enterprise, leading their customer advocacy and referencing organization. Sharni holds degrees in Education and Physical Education from the University of Alberta and a Masters in Sport Management from the University of San Francisco. Outside of the office, Sharni enjoys spending time with her family and traveling.

Sharni Medina