SalesForce.com Net Promoter Integration with CustomerGauge "Round-Tripping"

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Find out how easy it is to integrate SalesForce.com CRM system with CustomerGauge to measure Net Promoter. Connect to customers, survey them on mobiles or desktop. Return data to SalesForce, and take action to fix issues.

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SalesForce.com Net Promoter Integration with CustomerGauge "Round-Tripping"

  1. 1. © CustomerGauge / Directness BV Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. SalesForce.com and CustomerGauge “Round-tripping” Adam Dorrell 25 June 2013 SalesForce®, SFDC® and CustomerGauge® are trademarks of their respective companies. No partnership between the companies is implied
  2. 2. © CustomerGauge / Directness BV SalesForce.com and CustomerGauge Round-tripping •  What this is: –  We show how a change in SalesForce.com can trigger a Net Promoter Survey in CustomerGauge –  And how the results can update SalesForce.com records. –  We can also trigger a Firefighting workflow in either SalesForce or CustomerGauge •  Simple, customisable •  Easy to use •  It’s the Lazy Susan of the Net Promoter® world
  3. 3. © CustomerGauge / Directness BV CustomerGauge integration Salesforce: A new sale – Opportunity to “Close” CustomerGauge query Salesforce: “All sales for today (opportunity set to close) SalesForce return records Send Email (also Reminders if needed) Survey Completed -  Score -  Comment -  Etc Realtime AnalyticsEscalation Firefighting Salesforce: New Case – NPS -  Score -  comment (New task – workflow) NB! Only Escalation with Detractor
  4. 4. © CustomerGauge / Directness BV CustomerGauge integration (in pictures) Salesforce: A new sale – Opportunity to “Close” CustomerGauge query Salesforce: “All sales for today (opportunity set to close) SalesForce return records Send Email (also Reminders if needed) Survey Completed -  Score -  Comment -  Etc Realtime AnalyticsEscalation Email Firefighting Salesforce: New Case – NPS -  Score -  comment (New task – workflow) NB! Only Escalation with Detractor
  5. 5. © CustomerGauge / Directness BV Opportunity in SFDC No action until sale is closed
  6. 6. © CustomerGauge / Directness BV Change Status to “Close/Won”
  7. 7. © CustomerGauge / Directness BV Closed/Won Sale is now closed, ready to be surveyed
  8. 8. © CustomerGauge / Directness BV Automation, Pull from SalesForce CustomerGauge runs automated cycle (every hour) - Queries SFDC web API - Using credentials granted by client Returned data is loaded into CustomerGauge and processed for immediate despatch or delayed as needed. -  Also deduplication rules apply Query can be customised as needed to get relevant data from SFDC In this case “All opportunities set to CLOSED/WON” SFDC CUSTOMERGAUGE
  9. 9. © CustomerGauge / Directness BV Triggers Email from CustomerGauge
  10. 10. © CustomerGauge / Directness BV Survey
  11. 11. © CustomerGauge / Directness BV Completed Survey
  12. 12. © CustomerGauge / Directness BV CustomerGauge Comment
  13. 13. © CustomerGauge / Directness BV Details Details from SFDC
  14. 14. © CustomerGauge / Directness BV Automation, Push to SalesForce Immediately after Survey completed, results are pushed to SalesForce via API Fields can be customised as needed to get relevant data into SFDC We add “Activity” SFDC CUSTOMERGAUGE Customise: Choose to activate: •  Workflow “Case” in SFDC or •  Workflow in CustomerGauge
  15. 15. © CustomerGauge / Directness BV Back in SFDC New casein SFDC with NPS
  16. 16. © CustomerGauge / Directness BV Show in SFDC NPS Scores
  17. 17. © CustomerGauge / Directness BV Result in SFDC Comments and custom fields
  18. 18. © CustomerGauge / Directness BV Escalation Email Comment
  19. 19. © CustomerGauge / Directness BV Example Query in SFDC Select Name, Id, StageName, Account.id, Account.Name, Account.BillingState, ! ( Select Id, Contact.Name, Contact.Email, Contact.title, Contact.FirstName, Contact.LastName, Contact.Phone, Contact.id From OpportunityContactRoles Where IsPrimary = TRUE ) ! From Opportunity ! WHERE StageName = 'Closed Won' ! limit 500! Can becustomisedto get the data you need
  20. 20. © CustomerGauge / Directness BV THANK YOU info@customergauge.com @customergauge http://wp.me/pzGbP-1BD Now check out the details and the video!

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