Mobile meets mobile, Telenet boosts engagement with Salesforce
The Low Down
Telenet for Business is the B2B-division of Telenet and delivers professional communication services to SME’s, enterprises and governmental organisations. As a long time partner, Telenet for Business asked 4C to guide them in the set-up of an integrated customer feedback environment.
- Gathering requirements and designing a user-friendly customer feedback system
- Integrating survey triggers and customer responses in the existing Salesforce.com environment
- Setting up the appropriate follow-up procedures and qualitative reporting dashboards
- Advising Telenet for Business on the appropriate use and further development of this new source of customer information
Scoping and NPS
Based on interviews and workshops the scope and requirements for all survey types were defined. These were used as input to design relational and transactional customer surveys in line with the NPS methodology and internal communication guidelines. After selecting the appropriate survey tools and analysing the current CRM environment, all surveys were tested and integrated into salesforce.com.
Follow-up procedures and dashboards were developed to make incoming customer feedback actionable. Specific training sessions made sure all touchpoint owners and other stakeholders were accustomed to the new environment, procedures and dashboards.
Customer feedback system