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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 …

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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  • 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. © 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. © 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. © 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. © CustomerGauge / Directness BV Opportunity in SFDC No action until sale is closed
  • 6. © CustomerGauge / Directness BV Change Status to “Close/Won”
  • 7. © CustomerGauge / Directness BV Closed/Won Sale is now closed, ready to be surveyed
  • 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. © CustomerGauge / Directness BV Triggers Email from CustomerGauge
  • 10. © CustomerGauge / Directness BV Survey
  • 11. © CustomerGauge / Directness BV Completed Survey
  • 12. © CustomerGauge / Directness BV CustomerGauge Comment
  • 13. © CustomerGauge / Directness BV Details Details from SFDC
  • 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. © CustomerGauge / Directness BV Back in SFDC New casein SFDC with NPS
  • 16. © CustomerGauge / Directness BV Show in SFDC NPS Scores
  • 17. © CustomerGauge / Directness BV Result in SFDC Comments and custom fields
  • 18. © CustomerGauge / Directness BV Escalation Email Comment
  • 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. © CustomerGauge / Directness BV THANK YOU info@customergauge.com @customergauge http://wp.me/pzGbP-1BD Now check out the details and the video!