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SalesForce and CustomerGauge “Round-tripping”

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. SalesForce.com and CustomerGauge Round-tripping. What this is:

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SalesForce and CustomerGauge “Round-tripping”

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  1. 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. 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 integration Send Email (also Reminders if needed) CustomerGauge query Salesforce: “All sales for today (opportunity set to close) • Survey Completed • Score • Comment • Etc Salesforce: A new sale – Opportunity to “Close” SalesForce return records Escalation Firefighting Realtime Analytics • Salesforce: • New Case – NPS • Score • comment • (New task – workflow) NB! Only Escalation with Detractor

  4. CustomerGauge integration (in pictures) Send Email (also Reminders if needed) CustomerGauge query Salesforce: “All sales for today (opportunity set to close) • Survey Completed • Score • Comment • Etc Salesforce: A new sale – Opportunity to “Close” SalesForce return records Escalation Email Firefighting Realtime Analytics • Salesforce: • New Case – NPS • Score • comment • (New task – workflow) NB! Only Escalation with Detractor

  5. Opportunity in SFDC No action until sale is closed

  6. Change Status to “Close/Won”

  7. Closed/Won Sale is now closed, ready to be surveyed

  8. Automation, Pull from SalesForce CustomerGauge runs automated cycle (every hour) - Queries SFDC web API - Using credentials granted by client SFDC CUSTOMERGAUGE • 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”

  9. Triggers Email from CustomerGauge

  10. Survey

  11. Completed Survey

  12. CustomerGauge Comment

  13. Details Details from SFDC

  14. Automation, Push to SalesForce Immediately after Survey completed, results are pushed to SalesForce via API SFDC CUSTOMERGAUGE Fields can be customised as needed to get relevant data into SFDC We add “Activity” • Customise: Choose to activate: • Workflow “Case” in SFDC • or • Workflow in CustomerGauge

  15. Back in SFDC New case in SFDC with NPS

  16. Show in SFDC NPS Scores

  17. Result in SFDC Comments and custom fields

  18. Escalation Email Comment

  19. 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 customized to get the data you need

  20. info@customergauge.com @customergauge THANK YOU

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