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

Jul 16, 20132 likes3,963 views

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.

© 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

© 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

© 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

© 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

© CustomerGauge / Directness BV
Opportunity in SFDC
No action
until sale is
closed

© CustomerGauge / Directness BV
Change Status to “Close/Won”

© CustomerGauge / Directness BV
Closed/Won
Sale is now
closed,
ready to be
surveyed

© 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

© CustomerGauge / Directness BV
Triggers Email from CustomerGauge

© CustomerGauge / Directness BV
Completed Survey

© CustomerGauge / Directness BV
CustomerGauge
Comment

© CustomerGauge / Directness BV
Details
Details
from
SFDC

© 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

© CustomerGauge / Directness BV
Back in SFDC
New casein SFDC
with NPS

© CustomerGauge / Directness BV
Show in SFDC
NPS
Scores

© CustomerGauge / Directness BV
Result in SFDC
Comments
and
custom
fields

© CustomerGauge / Directness BV
Escalation Email
Comment

© 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

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

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

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

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

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!

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

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