Customer Engagement Improvement
The Client
A leading K-12 EdTech intervention solutions provider with a Professional Services division
Professional Services Consultants delivered professional development services to teachers, often in person. During their interactions with teacher, they often received anecdotal feedback on the company’s product and service quality, the experience and issues with customer service, even on interest in other product offerings.
The Problem
This valuable customer feedback was not collected consistently or analyzed methodically. The existing process for collecting feedback was not user-friendly, did not work on mobile, and required teachers to type in the service ID number, which was often mistyped.
Customer feedback data was not integrated with Salesforce where Professional Services were managed.
As a result, the client was unable to measure CSAT by consultant, by team, by service type, and was missing out on understanding vital elements of their customers’ experience.
The Solution
A mobile-friendly Clicktools survey was designed, implemented, and integrated with Salesforce. The new process displayed the survey results in real time, associating them with the individual service event they related to.
A dashboard was created to allow the managers and leadership teams of each region and service type to filter the data for their own teams and customers.
An email alert was set up to notify the Account Owner whenever a survey result contained a request for additional product information or follow ups.
The Results
The client was able to start measuring CSAT for its Professional Services for the first time. With reporting and monitoring of the results, Professional Services CSAT reached 95% within 3 months of implementation.
Professional Service Managers were able to obtain real-time customer information and coach their teams of consultants based on that feedback. Consultants were able to follow up with their customers immediately after they provided feedback.
Sales teams began using customer CSAT and feedback as a regular part of the sales process for facilitating renewals.