CX Survey Apps w/ Qualtrics & Salesforce

Providing access to entry points for use cases involved in survey program administration.

When devices are damaged or go missing, requesting a replacement meant submitting a ticket to the support desk. As a result of our process, the ticket is created and associated to the client, allowing for efficient replacement by our device vendor without tying up support desk resources.

In the past, the process of alerting operations managers to a contact request was a highly manual process that resulted in many requests not getting answered in a timely manner, if they were answered at all.

Now, the Qualtrics API allows access to data and queues a manager to the request in under 24 hours, eliminating the need to log the request, send emails and follow ups.
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Responding to customer requests was an intermittent but important function as many times these requests resulted in a safety incident or referral to our internal legal counsel or compliance department.

Documenting outcomes is key to understanding the bigger customer satisfaction picture.

The process minimizes notes, maximizes data, optimizing the experience and reducing the time to document the outcome.

Salesforce provides access to eligible clients and all of the details needed about the site. As salespeople and operations staff are the contact point for the client and client sites, meeting a goal for the project meant providing these groups with access to enroll clients and sites directly, without entering a ticket with the help desk or having the check Salesforce directly for codes required for enrollment.

Because the API allowed for us to send enrollment actiivation flags, all tokens and authorization codes required were part of our integration.