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.

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!