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Customer satisfaction survey
Posted: 08 May 08 4:16 AM
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Has anyone created a method for sending customer satisfaction surveys?
Ideally,
- It needs to be triggered daily (or possible weekly), based on our actual closed order date.
- Sent to 'Primary contact' at the opportunity level
Could this be achieved all within SLX functionality by using the Web form features within SLX for the survey form?
Many thanks,
- Vincent |
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Re: Customer satisfaction survey
Posted: 09 May 08 8:47 AM
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Several ways:
A - Code it into SalesLogix via VBScripting
B - Use Swiftpage
C - Use TaskCentre
What you need is a way to not only send.. but automatically trace and process the results (save in SalesLogix).
I'd use TaskCentre... (in fact I do!)
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RJLedger - rjlSystems |
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Re: Customer satisfaction survey
Posted: 09 May 08 9:57 AM
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Hello Bob,
Thanks for the reply.
So do you use TaskCentre actually for customer satisfaction surveys?
Excuse my ignorance, but is TaskCentre an SLX add-on, as I cannot see it anywhere in our current install (using 6.2.6)
Many thanks,
- Vincent |
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Re: Customer satisfaction survey
Posted: 09 May 08 10:35 AM
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Vincent,
yes, I do use it.. (TC).
TaskCentre is an official third party ISV partner for Sage SalesLogix (and is also used with other Sage products - ex: MAS, etc..).
If you want more info, go to my site (www.rjlsystems.net) and click on TaskCentre..
Oh yes, there is a forum on this site for "workflow".. Taskcentre is discussed there as well.
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RJLedger - rjlSystems |
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Re: Customer satisfaction survey
Posted: 10 May 08 11:34 AM
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Vincent,
I've used it before and it works very well.
The only negative downside that the product has is that it hooks into your e-mail system for processing e-mail and executing your workflow. This is only if and if you use the e-mail functionality feature to process incoming e-mail and execute workflow on it. Basically all your e-mail would flow through it, if it finds something based on a rule, it executes it. This can be bad for (if something) was to happen to TaskCentre e-mail engine, your whole e-mail system would shut down. It would shut down since exchange/lotus or your e-mail system is now looking to taskcentre to process e-mail. I used it and never experienced that issue however it can be an issue for some environments with security concerns.
On the plus side, I enjoyed using the product more than KnowledgeSync. I found its interface easier to use packed with more feature functionality. It feels to me that its more updated with a few features that should of been in KnowledgeSync. I reccomend trying out both products since you may like one more than the other.
I have some contact information I can pass along. Send me a message and I'll be happy to share it, if you don't already have some. |
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Re: Customer satisfaction survey
Posted: 10 May 08 5:50 PM
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Michael,
Actually, there are ways to setup SMTP "triggers" such that it will NOT see "all" email.. and not give you the problem you describe.. and TC v4.5 also handles SMTP a little different as well.
I've got a new "tool" that we are developing for TC that will let you use a pop connection in place of an SMTP connection for inbound email.
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RJLedger - rjlSystems |
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Re: Customer satisfaction survey
Posted: 10 May 08 5:51 PM
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sorry.. posted twice so I edited out the 2nd respponse.. Ryan, you can delete this one if you want..
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RJLedger - rjlSystems |
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Re: Customer satisfaction survey
Posted: 10 May 08 6:15 PM
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Hello, Michael:
I certainly respect your opinions about TaskCentre and Sage KnowledgeSync, and I most definitely agree with you that folks should take a look at both solutions in their evaluation process. I also want to mention that you might not have seen the latest version of KnowledgeSync (v7.3) which includes a wholly new graphic "Navigator" module as well as other new stuff, so you might be surprised what new functionality has been added since the days of version 5.7.
And if you have any specific questions about Sage KnowledgeSync functionality, just let know -- as I'd be glad to answer them. |
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Re: Customer satisfaction survey
Posted: 10 May 08 6:19 PM
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Hello, Vincent:
We here at Vineyardsoft as well as many of our clients are using Sage KnowledgeSync to trigger the generation and delivery of customer satisfaction surveys out of SalesLogix (as well as out of other Sage apps). As you state, the delivery of the survey is triggered based upon an opportunity's closed date, the survey itself can be delivered either as an attached document or embedded right within an email message, and the client can simply fill out their answers and reply to the email, at which point KnowledgeSync logs the results back into SalesLogix and -- if the results fall below certain thresholds -- KnowledgeSync alerts management and schedules a follow-up phone call to the client.
If you have any questions about this process or about Sage KnowledgeSync, feel free to contact me. |
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Re: Customer satisfaction survey
Posted: 11 May 08 10:39 AM
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Following on from comments from RJ, Michael and Don let me add the following.
TaskCentre can generate customer surveys via emails and capture the responses or via a document (perhaps using MS Word), which can be filled in by hand and faxed or mailed. Moreover, these can be generated automatically when the Opportunity record is updated using a SQL Trigger.
But you may prefer to do this via the web and new to version 4.5 is the ability to create fully custom built web-forms, such as customer surveys and then capture the results directly back in to SalesLogix. The TaskCentre 'Workflow Engine' will be showcased at Sage Insights this coming week in Washington. As this is a Sage Partner event, please have your business partner come by our both (#827) we we will be happy to demonstrate it.
To clarify Michael's comment about handling inbound email, SMTP is used to invoke a Task (in TaskCentre) rather than having to poll a POP3 mailbox, although you can do it that way if you want to. SMTP can be configured so that there is absolutely no risk to the delivery of email to your corporate mail server or to mail being compromised in any way.
Please get in touch if you would like any more information, via www-fisher-technology.com.
Good luck in your search for a solution!
- Paul Cannon
- Fisher Technology is the US Distributor for Orbis TaskCentre |
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Re: Customer satisfaction survey
Posted: 12 May 08 8:19 AM
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| I am definately thrilled to see improvement in both products. Thanks for the sharing this new information. |
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