Leveraging Customer Feedback to Help ServiceMax Customers Achieve Operational Excellence
It’s Dreamforce week, so what better time than now to highlight our partnership with ServiceMax, an outstanding solution delivered on the Salesforce App Cloud. We recently built a plug-and-play integration package for ServiceMax, which enables the company’s customers to collect and respond to feedback in the Salesforce environment.
As everyone at #DF16 knows, it’s the era of customer centricity. Most of the apps you’ll encounter in the CloudExpo will address customer experience in some way, enabling the most progressive businesses to take an outside-in approach in making sure that customer interactions exceed expectations — wherever they are on the customer journey. Especially in the world of service, however, customers expect excellent experiences and to be able to provide feedback whether to praise a representative for going above and beyond or to complain, if service levels were lacking.
Enabling the feedback loop is essential but can be quite difficult to build and manage without the right technology. We at Clicktools know many current customers who replaced manual methods (spreadsheets, mail merges, data entry) with an integrated Clicktools to CRM solution in order to handle even simple feedback programs, much less complex ones. Be sure to attend our #DF16 panel session at 3PM today (10/6) at the Palace Hotel (Telegraph Hill room) to hear some of these stories firsthand.
ServiceMax realized the importance of customer feedback for their customers and reached out to us to help them develop a tool that could make it easy to gather feedback at key transaction points, integrated with their own platform and Salesforce. So now, we play a critical (but mostly behind-the-scenes) role in how ServiceMax supports field service organizations to achieve greater operational efficiency and excellence.
The integrated survey package enables ServiceMax customers to achieve operational excellence faster by knowing exactly how their customers feel and whether or not they were fully satisfied. They’re empowered to make quicker changes and improvements more rapidly based on immediate feedback. They receive alerts when there are unhappy customers, followed by workflows that ensure the problems are solved. And, ServiceMax customers have learned that they can motivate service teams based on positive feedback. The idea is to more of what’s working and improve things that aren’t.
From a technical standpoint, the integrated survey automatically goes out when a work order closes. The company collects feedback data on the service individual, product, and whether or not any issues have been fully resolved. All of the feedback data is mapped to a custom object in Salesforce so that the insights can be seen, shared, and reported on in real-time.
ServiceMax customers don’t need to worry about building their own Clicktools survey. It’s all done for them, as are the related email, workflow, and report.
Providing one flexible system for all service delivery processes with an integrated feedback tool provides huge benefits to ServiceMax customers, including improved customer experience, satisfaction, and cost savings. Their customers get access to a standard platform for both sales and service, and can manage that system across the most important transactions for customer experience.
All in all, ServiceMax customers and their customers win in the end as a result of better customer experience and closer connections between transactions and feedback. It’s a great example of achieving operational excellence through innovation and partnership.