Seamless customer feedback integration: Enhancing insights with GetFeedback and salesforce
Challenges
1- Limited visibility into customer sentiments.
2- Manual feedback collection and processing.
3- Disconnected data silos causing inefficiencies.
Solutions
1- Integrated the GetFeedback app with Salesforce.
2- Developed customized reporting dashboards.
3- Created personalized customer profiles with feedback insights.
Results
1- 60% improvement in feedback response time.
2- 40% increase in customer satisfaction insights.
3- 35% reduction in manual data processing efforts.
Our client is an ANAB-accredited and IATF-approved registrar with a unique approach to registration services. Founded in 1997, they provide best-in-class auditing services to organizations of all sizes, helping them improve operations and drive profitability. Their experienced auditors take a business-minded approach, ensuring compliance while also identifying opportunities for operational enhancement.
The client sought a more efficient way to capture and analyze customer feedback. Without a structured system in place, they struggled with limited visibility into customer sentiments, leading to delays in addressing concerns and missed opportunities for service improvement. They required a seamless integration between their customer feedback platform, GetFeedback, and Salesforce to centralize data and leverage insights for strategic decision-making.
Technology Mindz worked closely with the client to integrate the GetFeedback application with Salesforce. This integration automated feedback collection, streamlined data organization, and enabled real-time insights through customized dashboards. As a result, the client gained a structured feedback management system that enhanced decision-making and improved customer engagement.
- The client lacked a real-time system to capture and analyze customer feedback, making it difficult to understand customer expectations and areas for improvement.
- Without automation, feedback collection required manual data entry, leading to delays, human errors, and inefficient use of resources.
- Feedback data was scattered across multiple sources, making it challenging to consolidate and derive meaningful insights for business decisions.
- Implemented a seamless integration between GetFeedback and Salesforce, ensuring that all customer feedback was automatically captured and stored in real-time.
- Established a unified repository within Salesforce to organize and structure feedback data, eliminating data silos and improving accessibility.
- Developed tailored dashboards to visualize feedback trends, enabling stakeholders to identify patterns and make informed decisions.
- Integrated feedback insights into customer records, allowing for personalized interactions and proactive service improvements.
60%
Faster Feedback Response Time
Automation significantly reduced the time required to collect and process customer feedback, enabling quicker resolutions.
40%
Increase in Customer Satisfaction Insights
With centralized data and customized reporting, the client gained deeper insights into customer sentiments, helping them refine their services.
35%
Reduction in Manual Data Processing Efforts
Automating feedback collection and analysis eliminated redundant tasks, freeing up resources for more strategic initiatives.
Data-Driven Decision-Making
The new system empowered the client with real-time insights, leading to more informed, customer-centric business decisions.
