Survey & At-Risk Accounts Project
Disclaimer: Company names have been changed or removed to protect their privacy. Any resemblance to any existing company is purely coincidental and does not imply any association or endorsement by that company.
The "Survey & At-Risk Accounts" project was designed to enhance the effectiveness of customer support through a proactive feedback collection system integrated into our Salesforce Org. The goal was to deploy a Customer Support Survey at the close of each case, gather feedback, and use this data to automatically identify and manage At-Risk accounts based on CSAT scores. This initiative aimed to streamline customer relationship management and improve the overall service experience by enabling faster and more precise responses to customer needs.
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Key Contributions as a Salesforce Administrator:
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Automation and Custom Development: Implemented automation to send surveys and analyze responses, creating At-Risk account records when feedback indicated dissatisfaction below the acceptable CSAT threshold. Customized Salesforce to handle these specific workflows and data analysis, demonstrating an advanced understanding of Salesforce capabilities.
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System Setup and Integration: Set up a sandbox environment for safe testing of new features, enabled the Salesforce Survey application, and created custom objects necessary for the project, ensuring that all components worked seamlessly together.
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Key Contributions as a Project Manager:
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Project Planning and Execution: Managed the project from conception to full-scale deployment, clearly defining project phases, deliverables, and timelines. Ensured all project milestones were met on schedule, adapting project plans as needed based on ongoing feedback and technical challenges.
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Stakeholder Engagement and Communication: Conducted comprehensive stakeholder engagement, defining the project's objectives and expected outcomes, and maintained open lines of communication throughout the project lifecycle. This ensured that all parties were aligned and could contribute effectively to the project's success.
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Risk Management and Mitigation: Proactively identified potential risks such as technical issues and lack of user engagement. Developed strategies to mitigate these risks, such as robust testing phases and engaging marketing strategies to encourage survey participation.
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This project not only showcased my ability to leverage Salesforce technology to meet specific business needs but also highlighted my skills in managing complex projects, engaging with stakeholders effectively, and driving continuous improvement in customer service operations.
USE CASE
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Proactive Management of Customer Relationships Through Feedback Analysis
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Objective: Enhance customer satisfaction and retention by proactively managing relationships through feedback collected at the conclusion of each support case.
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Target Users: Customer support managers, sales executives, and representatives responsible for overseeing and acting on customer feedback.
PROCESS
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Survey Deployment:
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Enablement of Salesforce Survey Application: Set up and configure the native Salesforce Survey app within the organization’s Salesforce environment to ensure it is optimized for this specific use case.
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Creation of Custom Survey: Design a branded Customer Support Survey tailored to collect meaningful feedback from customers at the closure of support cases. Ensure that the survey is concise yet comprehensive enough to capture essential aspects of customer satisfaction.
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Feedback Collection and Analysis:
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Automated Survey Distribution: Implement automation to send the Customer Support Survey to the case contact immediately upon the closure of a case. This automation ensures no case is closed without gathering feedback.
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Analyze Responses: Use automation to assess responses from the survey, particularly focusing on the satisfaction question to determine if the response falls below the preset acceptable CSAT score. This process is critical for identifying dissatisfaction in a timely manner.
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At-Risk Account Identification:
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Creation of At-Risk Accounts: Develop custom logic in Salesforce to automatically create At-Risk account records when a survey response indicates a CSAT score below the threshold. This step ensures that at-risk customers are quickly identified without manual intervention.
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Criteria Definition for At-Risk Identification: Define specific criteria that trigger the creation of an At-Risk account, ensuring that these criteria align with the company's strategic objectives on customer retention and satisfaction.
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Case and Account Management Enhancement:
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Integration with Customer Accounts: Ensure that the At-Risk account information is seamlessly integrated into the existing account management workflow, allowing sales and support teams to easily access and act upon this information.
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Ongoing Monitoring and Action: Establish procedures for ongoing monitoring of At-Risk accounts and outline the steps that the "At-Risk Team" should take to address these accounts, such as outreach strategies or special offers to improve satisfaction and retention.
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Testing and Refinement:
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Sandbox Testing: Before deploying the new features to the production environment, thoroughly test all configurations and automations in a controlled sandbox environment to ensure they function as expected without disrupting existing processes.
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Feedback Loop and Refinements: Implement a feedback loop where the effectiveness of the survey and the subsequent processes are evaluated. Make necessary refinements based on feedback from the customer support team and trends observed in the At-Risk account management.
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OUTCOME
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Enhanced Customer Insight and Management: The project significantly improved our ability to gather actionable customer feedback and quickly identify accounts that may require additional attention, enhancing our proactive customer management capabilities.
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Increased Operational Efficiency: By automating the feedback collection and account risk assessment processes, the project reduced manual labor and allowed the customer support and sales teams to focus on more strategic activities.
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Improved Customer Relationship Management: With a 360-degree view of customer interactions and satisfaction levels, our teams could more effectively manage relationships and improve overall customer satisfaction.
RESULT
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Streamlined Feedback and Risk Management Process: The automation of sending surveys and creating At-Risk accounts based on the responses streamlined the entire customer feedback process, making it more efficient and effective.
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Deployment Success: The successful deployment of the Survey and At-Risk custom object in the production environment was achieved within the planned timeline, demonstrating effective project management and technical execution.
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Customer Engagement and Satisfaction: Early feedback from users indicated improved satisfaction with the customer support process, validating the project’s impact on enhancing customer service.