PPT from a webinar describing how the CustomerGauge platform can be integrated with many enterprise IT systems simply and rapidly.

1. CustomerGauge
API Webinar
Adam Dorrell,
CEO CustomerGauge/Directness
11 October 2011
Adam.dorrell@directness.net

2. Agenda
• What is this all about?
• Why use it?
• Example usage
• Setting it up
• Data in
• Data out
• Salesforce example

3. CustomerGauge Overview
Automated Net Promoter® Survey Platform
Email invite to
Customer Transaction NPS Survey
(inbound calls, order entry, pro- (filter invites to
active contacts, pick-up, etc) eliminate over-contact)
NPS Survey
Data
Upload
Generate and Analyze live
NPS reporting
Track NPS trends, identify
changing customer needs, identify Immediate Service
emerging issues or opportunities Recovery Notification
and take action. (Tactical Response)
ATTN: CUSTOMER
NPS Score tracking REQUESTED HELP:
Full text of responses “WHERE IS MY
SHIPMENT? I CALLED
On-line reporting 3 TIMES!”
3 j.smith@...

4. CustomerGauge – the connected World
Today’s environment needs a platform approach
Data Inputs Invitation
CRM email
ERP SMS
Service Systems Twitter
E-Commerce Phone etc
Survey
Billing Systems QR code
PC
Mobile/iPad
Outputs Remote site
Intranet
BI systems Reporting Issue Management
Testimonials/Public
Web
Email report Workflow systems
CRM
Digital Signage
Intranet Other display
devices

5. Inputs into CustomerGauge
From CRM systems:
SalesForce.com, Microsoft
Dynamics, SugarCRM etc
Export file as CSV and select
fields needed.
FILE TYPES
AUTOMATIC/MANUAL UPLOAD
CSV FTP/*SFTP
Comma Separated Variable Text Send file via File eCommerce Systems:
Example:
ID, Name, Email [CR] Transfer Protocol to DigitalRiver: Pre-built connector
2335, "John Smith”,
john.smith@email.com [CR]
CG available
*Small premium for SecureFTP
Others: Magento, SAP etc –
customisable as needed
TXT
Text, Tab Separated
Email ERP Systems:
Example: Send files as Customisable as needed
ID [TAB] Name [TAB] Email [CR] attachment to a
2335 [TAB] John Smith [TAB]
john.smith@email.com [CR] specified CG mailbox
Max 10Mb per day
XLS
Excel File / Google Spreadsheet
Example: API
NB take care with date format! Use RESTful upload
for file transfer
Sample PHP script available
XML
XML file
MANUAL OPTIONS
Example:
<customer><ID>2335</ID>
<email>john.smith@email.com</email></> In-Application
Manually upload files
Max 10Mb per day in HTTPS
secure environment. Small
premium charged Essential Fields
RSS Email, Name, Date (of
Automated Data feed transaction etc), Country,
Assisted Segments A – D etc
CustomerGauge staff
clean, format, upload Formats: See
OTHER
Manual Entry data for you.
Enter customers one-by-one in http://customergauge.com/
Charged by hour
pop-up form 2010/03/customergauge-b2c-
data-import-formats/
Copy & Paste
From spreadsheet into CG app
AD 27 April 2011

6. In simple terms…
• We have a variety of ways to get data in and out
• It’s possible to interface to nearly any system
– Simply and speedily
– Example code available
• For the API, we use well known interfaces, and several standard ‘methods’
– REST
– XML encoding
– Two factor security
– Reporting
The APIs are REST-based and we provide a sample code library for PHP. You can use the APIs by
using a
• cURL command line to transfer a file, or a
• http:// request using a GET request method
• http://en.wikipedia.org/wiki/CURL
• http://en.wikipedia.org/wiki/GET_%28HTTP%29#Request_methods

7. Details in our documentation
•

8. CustomerGauge Application

9. Getting started
• Get key
from the API API key
page
• Add any IP
addresses
you will be
using IP addresses
• This page
also shows
number of
accesses
and time –
helpful for
trouble
shooting

10. Common Errors
- 102 - API key is not valid or
out of date
- Invalid IP address (need to
add IP address for security
reasons)

11. Add IP address

12. Getting data out 1
• GET method “getUserRecord” – retrieves data for an
email address
– https://www.cg-express.com/API/api_server.php?
email=Keith.Drury@directness.net&method=getUserRecord&api
_key=31640332f10c84f6a80af07c131ee117
– Key parts of this:
– api_key=31640332f10c84f6a80af07c131ee117
– method=getUserRecord
– email=Keith.Drury@directness.net

13. Result

14. Alternative method
• Upload the PHP class to your server
• Call in program
<?
require_once("CGAPI1-1.class.php");
// Get your API key from Directness
$cgapi = new CGAPI("31640332f10c84f6a80af07c131ee117");
// Example how to use the api to get specific record by email
$cgapi->getUserRecord("adam.dorrell@directness.net");
?>

15. Other methods
• Customer Number
– Method “getUserRecordCustomerNumber”
– https://www.cg-express.com/API/api_server.php?
customerNumber=30025&method=getUserRecordCustomerNumber&a
pi_key=31640332f10c84f6a80af07c131ee117
• Company Name
– Method “getUserRecordCompany”
– https://www.cg-express.com/API/api_server.php?
company=directness&method=getUserRecordCompany&api_key=3164
0332f10c84f6a80af07c131ee117

16. Data In
• Prepare XML file with 1 – 1000
records
• Call using method ‘xmlUpload’
• Once loaded, the emails will send
autmoatically, depending on rules
<?
//Adam test API Upload 11 - Oct 2011
require_once("CGAPI1-1.class.php");
// Get your API key from Directness
$cgapi = new CGAPI("31640332f10c84f6a80af07c131ee117");
// CustomerGauge IN
// Example how to use the api to upload xml
$cgapi->xmlUpload("UploadAd.xml");
echo 'done load';
?>
Alternative (use encoded path)
https://www.cg-express.com/API/api_server.php?
&api_key=31640332f10c84f6a80af07c131ee117&method=xmlUpload&xml_path=http%3A%2F
%2F46.137.169.8%2FAPITest%2FUploadAd.xml

17. Remote surveying
• Uses method “setUserRecord”
• Used if a survey form is used on your system, for example at completion of
certain internal task. Data is uploaded into CustomerGauge and new
records created.
• Example:
• http://46.137.169.8/APITest/

18. And remote results
http://46.137.169.8/APITest/first_page.php
Try with adam233@directness.net in
email field
We share this simple PHP code
Application example, service portal

19. Company Summary
• Get all the details for a company in a summary
• You will need “secret key” for each company
• https://www.cg-express.com/API/api_server.php?
secretCode=CS9TG&method=getCompanySummary&a
pi_key=31640332f10c84f6a80af07c131ee117

20. Result:

21. And even into Excel!
Use “Import XML” and the URL:
https://www.cg-express.com/API/api_server.php?
secretCode=CS9TG&method=getCompanySummary&api_key=31640332f10c84f6a80af07c131ee117

22. API – other applications
• Salesforce
– Push to
Salesforce
– Current
customised on
request
• Sharepoint
– iframe and
other methods
• RSS
• What else?

23. Thank You
• More information on CustomerGauge.com
• info@customergauge.com