We asked our in-house team of experts to describe their favorite recent project. These examples will give you an idea of the range of work we do and the reason we keep the coffee machines topped up with super strength!
Fave Project: A Comprehensive, Enterprise VoC Program
Daniel Curtis – Metrics and analysis
One of the most advanced programs that we recently undertook was for one of the UK’s largest retail and investment banks. Clicktools played an integral role in building a VoC program for them both in terms of design and construction.
Our role in the project varied from one of initial consultancy – mapping the customer journey and assisting with the VoC project management, to guiding them through the best practices of customer experience measurement. We offered help in disseminating and understanding their results, producing a number of easily accessible dashboards, real-time charts, and management of an email alert tool. The services project combined a mixture of expert advice, technical expertise, and fast turnaround, ultimately delivering a strong business partnership.
Delivery Method: Ongoing project being managed and monitored continuously
Timeframe: Two months from beginning to live
Fave Project: A Better Customer Satisfaction Survey Program
Vicki Bee –Training
Many organizations want to use Clicktools to build a survey, call script, or form, but they get stuck when implementing. Even if they’ve successfully defined their requirements and designed how they want to collect feedback, they simply don’t know how to utilize the Clicktools functionality to its full potential. Time to call Clicktools training!
As an example, one Clicktools customer wanted to implement a satisfaction survey program to replace an existing one that was time-consuming (across numerous departments) and that could not produce results at short notice.
I am pleased to say that this organization has not only saved money, time, and unnecessary resources, but they can now accurately gauge just how satisfied their customers are and act accordingly to keep them as loyal as can be.
Delivery Method: Multiple web-based training sessions
Timeframe: Three EOT blocks and training completed within two weeks.
Fave Project: Closed Case with Salesforce® integration
Eve Anonich – Integrated Feedback
I recently worked with a customer who was using Salesforce to manage support cases, but had no way to automate the gathering of feedback, regarding how customers felt about the service. We helped them integrate Clicktools with Salesforce to setup workflows. These would trigger the sending of a Salesforce email containing a link to a Clicktools survey each time a case status changed to “closed.” They customized their email templates based on case type and setup a workflow for each type of case, so that customers would receive customized content.
They then utilized Clicktools to create a new case in Salesforce anytime they received a low score on a survey. This allowed them to reach out to any unhappy customers to identify and resolve their issues. They also associated the response with the account and contact, so that anyone with Salesforce access could see the survey responses and determine the “health” of the account.
Delivery Method: Clicktools and Salesforce integration
Timeframe: Four EOT blocks – project was live within 2 weeks.
Fave Project: A Helping Hand for Hire – Anytime
On numerous occasions, we have customers purchase service hours without a specific requirement in mind. This is a great idea! If you launch a project yourself, but aren’t able to achieve the solution your need or if you simply run out of time with own resources, just call us for some assistance. Note that this type of work is beyond a standard support call and is certainly not a case of the product failing. It’s more of an insurance policy when you need additional experienced resources to quickly solve immediate issues at hand.
In a recent project of this kind, we were able to effectively join the customers’ project team, understand what they needed, given our extensive project experience, suggest and apply an approach, and completely configure it for the customer. We delivered an improved solution within the required timeframe and instilled the reassurance that their project would provide the data they needed and would work smoothly when deployed. All in all, it was a great group effort that produced satisfaction from all parties!
Delivery Method: Phone, email, and web-based interactions
Timeframe: Continuous burn-down against hours bank