Customer:

A Large Maritime firm is experiencing application struggled with data integration and analytics, leading to frequent survey failures. This resulted in inaccurate customer satisfaction assessments, increased customer churn, and hindered data-driven decision-making.

Challenge:

1. Inefficient Customer Experience Application: The client's previous application was inefficient in managing customer satisfaction surveys.
2. Data Integration Challenges: Poor data integration hindered the accurate assessment of customer satisfaction.
3. Limited Survey Analytics: Limited visibility into survey analytics made it difficult to drive meaningful improvements.

Solution: Migrated to a new customer survey application to improve data integration and analytics. Our team implemented integrations between the new application and Salesforce to ensure a smooth transition and enhanced functionality.

1. Streamlined Integration: The integration process is streamlined, enabling seamless survey delivery and real-time data updates in Salesforce.
2. Enhanced Insights: The new application provides superior insights and analytics, empowering data-driven decision-making to improve customer experience.

Outcome:

1. Enhanced Survey Management: The new platform ensures consistent branding, optimized distribution, and streamlined opt-out processes for customer surveys.
2. Intuitive Survey Creation: The platform offers an intuitive survey creation process, connecting multiple feedback instances per client across various touchpoints.
3. Advanced Analytics: The platform provides advanced survey analytics, enabling data-driven decisions to improve customer satisfaction and operational efficiency.