© 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 Analytics Escalation 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 Analytics Escalation 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

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Triggers Email from CustomerGauge

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Survey

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Completed Survey

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CustomerGauge

Comment

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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

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Back in SFDC

New case in SFDC with NPS

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Show in SFDC

NPS

Scores

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Result in SFDC

Comments and

custom fields

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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 be customised to 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!