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© 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
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© 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
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© 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 Analytics Escalation Firefighting
Salesforce: New Case – NPS - Score - comment (New task – workflow)
NB! Only Escalation with Detractor
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© 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 Analytics Escalation Email Firefighting
Salesforce: New Case – NPS - Score - comment (New task – workflow)
NB! Only Escalation with Detractor
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© CustomerGauge / Directness BV
Opportunity in SFDC
No action until sale is
closed
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© CustomerGauge / Directness BV
Change Status to “Close/Won”
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© CustomerGauge / Directness BV
Closed/Won
Sale is now closed,
ready to be surveyed
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© 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
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© CustomerGauge / Directness BV
Triggers Email from CustomerGauge
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© CustomerGauge / Directness BV
Survey
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© CustomerGauge / Directness BV
Completed Survey
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© CustomerGauge / Directness BV
CustomerGauge
Comment
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© CustomerGauge / Directness BV
Details
Details from SFDC
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© 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
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© CustomerGauge / Directness BV
Back in SFDC
New case in SFDC with NPS
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© CustomerGauge / Directness BV
Show in SFDC
NPS
Scores
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© CustomerGauge / Directness BV
Result in SFDC
Comments and
custom fields
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© CustomerGauge / Directness BV
Escalation Email
Comment
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© 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 be customised to get the data you need
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© CustomerGauge / Directness BV
THANK YOU
[email protected] @customergauge
http://wp.me/pzGbP-1BD
Now check out the details and the video!