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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.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: • 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 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
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
Opportunity in SFDC No action until sale is closed
Closed/Won Sale is now closed, ready to be surveyed
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”
CustomerGauge Comment
Details Details from SFDC
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
Back in SFDC New case in SFDC with NPS
Show in SFDC NPS Scores
Result in SFDC Comments and custom fields
Escalation Email Comment
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
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