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CustomerGauge Seamless Integrations

Date post: 24-Jan-2017
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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. Feature Presentation: Seamless Integration Hannah Linnekamp 23 February 2016 Update: 19 May 2016
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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.

Feature Presentation:Seamless Integration

Hannah Linnekamp23 February 2016Update: 19 May 2016

© CustomerGauge / Directness BV

Table of Contents

1) Benefits of CustomerGauge Integration2) API Hub Technology3) Setup - overview4) How to set up your integration5) Use case examples6) Recap

© CustomerGauge / Directness BV

1) Integration with CustomerGauge

CRM

© CustomerGauge / Directness BV

1) Integration with CustomerGauge

OTHER SYSTEMS

© CustomerGauge / Directness BV

1) Integration with CustomerGauge

The benefits of integrating with CustomerGauge

• Easy data pull and push:• Automated survey-sending• Survey results instantly visible• Create a 360° view of your customers• Leverage your existing systems, data, and internal skills• Minimise training costs and change management

• Lighting-speed implementation:• No coding• Quick and user-friendly setup in-tool

© CustomerGauge / Directness BV

2) API Hub Technology

How does the connection through API Hub Technology work?• We connect to one of several API hubs (i.e. CRM) by calling the Cloud Elements

APIs - and Cloud Elements connects to the various systems for us• Hence we do not connect to each external system separately - connecting to the

Cloud Elements CRM hub allows us to connect through to 13 different CRM systems - and there are many other API hubs (Helpdesk, Marketing, etc)

Why Cloud Elements’ API Hub Technology?

• Scalability: instant deployment of additional integrations

• Flexibility: many different systems available• Best-in-class cloud services integration

provider for both security and functionality

We do what we do best - NPS - and so does our Integration partner Cloud Elements

© CustomerGauge / Directness BV

2) API Hub Technology

What about data security?• Authentication is done by Cloud Elements, we do not store any login credentials for

the external systems• Cloud Elements does not store any business data - it functions as a portal, letting

data through without saving it• CE stores metadata about API calls• CE stores AAA logs (Authentication, Authorization, and Accounting)

• All data is encrypted• Separate routing portals for EU and US customers• If you would like more information regarding data security, we are happy to provide

this

© CustomerGauge / Directness BV

3) Setup - overview

1. Authenticate2. Choose which customer data to pull into CustomerGauge for

surveying3. Choose how frequently to survey your customers4. Choose whether or not to push survey results back into your CRM

© CustomerGauge / Directness BV

4) How to set up your integration1) Connect in the Integration Hub

© CustomerGauge / Directness BV

4) How to set up your integration2) Enter login credentials for your CRM

© CustomerGauge / Directness BV

4) How to set up your integration3) Decide what data you want to pull from your CRM, and map those fields to your CustomerGauge fields

© CustomerGauge / Directness BV

4) How to set up your integration4) Decide when and how to pull data from your CRM:

- all Contacts or filtered?- manually or automatically?- at which frequency?

© CustomerGauge / Directness BV

4) How to set up your integration5) Push survey results back into your CRM? Map the result fields to the desired location.

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4) How to set up your integration6) Done!

© CustomerGauge / Directness BV

5) Use Case Examples

“I would like to survey all of my Key Contacts every quarter”During the setup process you would select the option to “Pull all relevant Contacts” with a quarterly frequency. You would set up whatever necessary filters to identify the ‘relevant’ Contacts: in this case you would filter on i.e. ‘Contact Type = Key’.

“I would like to survey a Contact after every support call”During the setup process you would select a trigger field for surveying, for example “Survey=Yes”, and choose a daily or hourly frequency. Every time a support call is logged in your system, the trigger field should be updated (whether manually or automatically). Our system will pull all records each day/hour with “Survey=Yes” at that point, and will back-update the trigger field once a record has been pulled to i.e. “Survey=No”.

© CustomerGauge / Directness BV

5) Use Case Examples

“I would like to survey all of my relevant Contacts each year - but I would like to spread out the surveying by sending a batch every month”During the setup process you would select a trigger field for surveying, for example “Survey=Yes”, and choose a monthly frequency. In your own system, you would make sure that this trigger field is updated each month (whether manually or automatically) so that after batch 1 has been surveyed, batch 2 is updated with the value “Survey=Yes” for next month’s pull. Our system will pull all records each month with “Survey=Yes” at that point, and will back-update the trigger field once a record has been pulled to i.e. “Survey=No”.

© CustomerGauge / Directness BV

5) Use Case Examples

“I would like to manually survey Contacts for a particular account, three weeks before my QBR”You can go into the In-App Upload three weeks before the QBR, filter on the correct Account Name, pull the correct Contacts, and process and send survey invitations right away.

© CustomerGauge / Directness BV

6) Recap

The benefits of integrating with CustomerGauge

• 12 different CRMs• Dozens of other systems available• Secure API Hub technology• Simple setup - no coding required• Flexible setup - many different use cases supported

© CustomerGauge / Directness BV

Thank you!

Ask your Customer Success Manager or Sales Rep about integrating with CustomerGauge!


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