Top 5 ways Royal Canin goes “beyond surveys”
by Clicktools Customer & Guest Blogger, Scott Mortimer
Preparing for an upcoming webinar that I’m doing with Clicktools, Samantha Lang and I were chatting about some of the interesting ways that we at Royal Canin use the feedback platform. Admittedly, we do some pretty cool things with what most people think of as just a survey solution. She was talking about the idea of “beyond surveys,” which got us both thinking about how companies can configure Clicktools to collect pretty much any kind of data they want, certainly not limited to survey responses. Sam and the Clicktools marketing team created this More than Surveys PDF to outline some of those outside-the-box uses.
So, this conversation made me realize that one of my favourite “capabilities” of Clicktools is how many different ways I can use it to perform necessary functions across the business. Sure, we have transactional CSAT surveys running and I use it to get feedback when I host training sessions. But it is also a fully functioning webform builder and it integrates directly with Salesforce, so the possibilities are virtually endless.
To hear me talk about some of these interesting use cases live, please REGISTER for the WEBINAR by clicking here. It’s on Wednesday, June 29th at 10AM (Pac) / 1PM (Est). During that session, you’ll have the chance to ask me questions about how I’ve built out our feedback program and maybe share some of the creative ways you’re using Clicktools, if you’re a customer. Anyone is welcome to attend though, so don’t worry if you’re not an active Clicktools user. Hope you can join us!
Here are my top 5 “beyond surveys” uses for Clicktools:
Online Forklift Inspection – Safety in our manufacturing plant is a huge deal for us. Making sure our associates are safe and that we are following all of our quality guidelines is of the utmost importance. We are always looking for ways to improve our processes. We inspect our forklifts before each of our shifts (twice a day). Rather than have to keep track of the paper inspection sheets, we wanted a way to do it electronically. We now use Clicktools to capture the forklift inspection data, which eliminates the need to store the sheets, as well as allows us to use Salesforce workflows to notify shift leaders when inspections fall below certain thresholds or are missed/not filled out correctly.
Electronic Consent for Promotional Programs – We recently ran a limited-time offer for our Vet clinics and needed a fast and easy way to capture consent that the clinics wanted to participate. We needed to be able to tell the distributors what clinics were taking part, who at those clinics agreed to the program, which of three options they were interested, and the date they gave consent. Here is what I did:
- Created fields on the Account page in Salesforce for: consent for the program, name of the contact, date of consent.
- Created a form in Clicktools with the same fields, a field for the name of the Contact and the Account name, plus hidden fields for Contact ID, for Account ID.
- Using the URL from the Publish tab in Clicktools and the ability to pre-populate questions in the URL, I created a button on the Contact page with the Account ID, Contact ID hidden fields filled in, but also grabbing the contact and account names so the customer gets a personalized web form.
Now, all that our customers have to do is agree to the terms of the program with a checkbox and then select which of the three options they want. The results are written back to the account page and we can capture everything in Salesforce reports and dashboards.
MS LiveMeeting rollout – A couple of years ago, we switched from using WebEx to Microsoft LiveMeeting. We had a fairly short window to get everyone off of WebEx and to make sure we did not disrupt any meetings, we used a web form in Clicktools to collect our user’s details so that we could create a priority list. This allowed us to make sure the people who had web meetings booked would be able to keep those commitments and we could complete the software roll out with minimal hassle.
Nutritional Consults for our Associate’s Pets – One of the ways we live a pet-first philosophy is to make sure our associates pets are well taken care of. We offer nutritional consultations for our associates through our Scientific Communications department to make sure our associates select the right foods for their companion animals and that they seek the necessary veterinary guidance when needed as well. To make this process easy for everyone, I built a form in Clicktools that takes info about the pet and the owner and creates a nutritional consult case for our Sci-Comm team to work on. They can then manage their time and expertise accordingly. Of course, we also benefit from Salesforce automation and reporting on these interactions.
Project Request form – As a small IT team, we face a lot of challenges around delivering top-notch service to our business partners and managing our time and resources. One of the tools we use to help is a project request form. We use this to collect the needs of our associates and feed them into Salesforce, where we can then get manager approvals to make sure we spend time and resources where our leadership group wants us to, and to help us with reporting and automation. This gives us better visibility into what we have on the go at any given time and enables us to tell what current and future capacity should be.