Syensqo IS - Customer Support

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changes.mady.by.user TAN, Li-Lian

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changes.mady.by.user Thibault Clement

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titleCONTEXT

Implement a general request form in the Coatings section of solvay.com to ensure that cases are well captured into Salesforce and be routed correctly depending on Functionalities that visitor has chosen.

References:

Customer Journey

 

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title1. Visitor arrives in Coatings pages in solvay.com

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title2. Visitor has some enquiries, therefore would like to contact Solvay

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title3. Form submitted as Case in Salesforce

Pilot status (using Qualtrics)

  •  Qualtrics form embed in solvay.com pages 
    Status
    colourGreen
    titledone
  •  Display of "Differentiating questions" based on Functionality selected 
    Status
    colourGreen
    titledone
  •  Rules mapping in qualtrics and salesforce 
    Status
    colourGreen
    titledone
  •  Contact matrix for Coatings, Functionalities and Sub-Functionalities 
    Status
    colourYellow
    titlein progress
     user-d5ebe
  •  Assignment rules in Salesforce 
    Status
    colourYellow
    titlein progress
     Jeremie Seabra-ex
  •  Define target delivery in PROD (salesforce release) 
    Status
    colourRed
    titleto do
     Rachel SINGER
  •  Test rules mapping in qualtrics 
    Status
    colourRed
    titleto do
     Marielle Martiny, user-fd23fJérémy MOZIAN
  •  Add Call to Action to form in Coatings pages 
    Status
    colourRedGreen
    titleto dodone
     Marielle Martiny, Thibault Clement