Automated Surveys in Salesforce
Knowing what your customers want
From marketing to sales, product development to service, knowing what your customers think and understanding their needs is a key competitive advantage. With customisable customer surveys in Salesforce, receive important feedback just when you need it, helping you to improve customer satisfaction and generate long-term leads.
If you want to offer the best customer care and the right products and services, you will need to know what your customers want, or understand where they are currently dissatisfied.
Most other survey tools are fee-based. It can be difficult to predict what they will cost you, as costs often depend on the number of responses. It can be difficult to work efficiently with these survey tools because the data is stored in different systems, and you can't easily match it with existing data from your Salesforce CRM. There are tools that are “Salesforce-only” but these often use Salesforce Web forms (Web-to-Lead, Web-to-Case) that only consider the respective standard objects (Lead, Case) in Salesforce.
Proactively send out surveys, solicit feedback and derive scenario-based actions from the results.
Automate surveys based on predefined criteria and send out user-defined surveys.
Receive and react to feedback according to the situation.
Automatically create recurring surveys.
With our surveys solution, you only incur a one-time cost. However, unlike other survey tools, we offer several additional features. For instance, we ensure that your surveys are not sent out at inappropriate moments, something which can be detrimental to the pre-sales process.
With our solution, you create individual entries and the process of creating and sending out surveys is largely automated. Surveys can be created and sent out:
based on specific criteria, for example, to new customers, or on the termination of a contract
at specific times, such as every three months, in compliance with your ideal performance settings.
Send out automated surveys in Salesforce
We offer a streamlined and flexible solution for sending out and managing surveys and their results. You can automate one-time and/or recurring surveys based on predefined criteria in Salesforce itself.
Individual analysis of survey results
After the responses are submitted, the feedback is stored in Salesforce. It can now be analysed for each survey, customer, account, or custom object.
Determine user-defined criteria
Salesforce Einstein Next Best Action suggests using predefined criteria to create a survey. Depending on the situation, you can then react to feedback accordingly.
Intelligent dispatch and optimisations
User-defined dispatch at the right time and the ability to flexibly respond to feedback depending on the situation.
Send out and manage surveys flexibly
Send out and manage surveys and feedback. Automate one-time and/or recurring surveys and ensure that no feedback is lost.
Surveys can be sent out for any object (standard or user-defined). The recipients of these invitations are survey participants (user-defined object). Details (such as a participant’s name and email) are automatically taken from the respective contact or lead.
You also have the option to create survey participants independently of contacts or leads. This flexible object structure allows you to solicit responses based on diverse combinations of records (for instance, sending out a survey about a product to shoppers who have purchased the item).
Yes, you have the opportunity to be notified via Chatter so that potential problem cases can be resolved as quickly as possible. In addition to Chatter, with our solution, there is the option to display recommendations in Salesforce based on the customer's satisfaction level (for instance, to see a recommendation to offer a customer a discount, making them more likely to renew their current contract).
Introduction and global implementation of Salesforce Sales Cloud and Service Cloud
The client originally used its ERP systems in combination with non-connected tools such as Outlook, Excel and Word. This led to a high manual workload in the sales and service areas of the business, and impaired the workflow.
Health & Pharma
Optimisation of an existing Salesforce Sales Cloud
The client commissioned us to completely re-work an inadequately set up Sales Cloud instance, together with all relevant processes. It was clear from a brief system and process audit that numerous central processes had only been partially, or in some cases even incorrectly, automated. After our overhaul of the client’s Sales Cloud, the lead generation and qualification process was once again state-of-the-art. All data could be accessed effortlessly at any time with the help of automated dashboards and reports.
Manufacturing / Medical technology
Introduction of Salesforce Sales Cloud as a scalable CRM system
The client needed an existing CRM to be replaced entirely by Salesforce Sales Cloud, which would be introduced as the cornerstone for all related processes (e.g., product service and interface with ERP). In this first phase of working together with the client, the objective was to provide marketing and sales via an expandable and future-proof CRM.