Version Control

Version	Date	Description	Author
v.1	04.06.2018	Creation	Sophie Millet

UNDER WRITING

1. Functional Process

Process Overview

Voice of The Customer process aims to collect, store and improve Solvay Net Promoter Score (NPS).

GBUs have to conduct Customers interviews, where, among other key questions, will gather the Customer feedback.

After Interviews results analysis, GBUs have to develop an Action Plan to improve the overall results. We might say this process has two main steps:

Management of the Customer Interviews

Internal Action Plan Definition.

Since the Interviews can also collect more key information then the NPS, according to each GBU needs and scores to be identified, the Interviews management can be delegated to a Third Party Company, or GBUs can manage them Internally.

Surveys are elaborated & built
Interview results are collected and stored

Outside of salesforce.com solution (External Providers, Qualtrics).

Use cases

Once Interview results (VOC records) are collected outside of the CRM solution, then they are integrated or uploaded in SalesForce.com as "VOC" records.

Store VOC record

Once submitted, the form is transferred to SFDC using the Salesforce Web-to-Case feature and directly routed to a Queue, depending on the GBU related to the selected product or business functionality. When the email provided in the form is an existing contact's email in SFDC data base, the contact and the account are automatically added to the webform record.

An acknowlegment mail is automatically sent by SFDC using the customer email address, and a mail notification is sent to the queue members.

Manage VOC action plan

An internal user (Solvay employee with an active SFDC license) processes the webform record:

Investigation

Assign to himself
Generate a new prospect & a new contact
Generate a contact
Submit for approval

Review

Answer the webform by email
Convert to :
- An opportunity
- A sample request
- A customer request

While performing those activities, the user may also :

Clone the webform

2. Data Model & security

Main objects

Contact

Case: Standard Salesforce Object to store and manage all general information regarding a Webform, or a Customer Request / Sample Request created against the Webform
Account: Standard Salesforce Object to manage the information about the Customer related to the Webform
Contact: Standard Salesforce Object to manage the contact person from the Customer
Product: Standard Salesforce Object to manage the Product (all levels) that is related to the Webform
Opportunity : Standard Salesforce Object to manage the Opportunity created against the Webform

Webform Security Model

Syensqo IS - Customer Support > FD - P13. Voice Of Customer process > webform objects.PNG

Who can create?	Solvay.com website automatically creates webforms, no internal user is allowed to create webforms (except Product info team)
Who can see?	Any user belonging to the QUE-Webform public group can see all webforms
Who can update?	Any user belonging to the QUE-Webform public group can update any webforms
Who can delete?	A Webform cannot be deleted. Only the System Administrator (SBS) can delete a Webform

3. Webform Custom Buttons & Features

3.1 Features

Webform Assignments

Assigning a Webform to a User or a Group of User is to pass the responsibility to act on the Webform on a particular phase of the process. On Salesforce, the Webform Assignment is based on the field Case Owner.

A Case Owner can be a User (Solvay employee with a Salesforce license) or a Queue (a group of Users that should be part of a team to handle Customer Requests with the same criteria).

Based on each GBU own process and rules, the Webform Assignment can be performed by:

Manually changing the Owner – at any time, a User with Access to a Webform can click the button Change owner next to the current owner and select a new User/Queue to be the new Owner
Automatically selecting the actors – the GBU has provided the rules, based on Webform criteria (GBU), to allow the System to automatically change the Ownership of a Webform to a specific User or a Queue when the Status changes (mainly at creation for Webform)

Webform Notifications

When a webform is created by a customer and transferred in SFDC, the user or the queue that is assigned as owner of the webform is informed by an email.

Account/Contact recognition

Classic process :

Syensqo IS - Customer Support > FD - P13. Voice Of Customer process > webform classic.PNG

If the email address entered on the webform is an existing email address of a contact in SalesForce, the system automatically links the webform to that contact and to the (primary) related account.

If not, the user will choose one of the following options:

"Generate Prospect & Contact" Button : If the account is not existing in the system, the user can generate a new prospect and a new contact using the webform information (entered by the customer)
"Generate Contact" Button : If the account exist, once the account is selected (manually) and linked to the webform, the user can generate a new contact using the webform information (entered by the customer)

Lightning process :

Syensqo IS - Customer Support > FD - P13. Voice Of Customer process > webform lightning.PNG

If the email address entered on the webform is an existing email address of a contact in SalesForce, the system automatically links the webform to that contact and to the (primary) related account and display the information on the Account/Contact recognition component :

Syensqo IS - Customer Support > FD - P13. Voice Of Customer process > accountrecognition.PNG

If not, the user will choose one of the following options:

Link to existing account using the anchor: the system will search and propose an account name containing an exact match of the "web company" name entered by the customer and the country (matching with account mailing address country)

Then, the contact will automatically be created and added on the webform.
if none account is matching, or none retrieved, the user can use the "Create a new Account to link to Case" Button to create a new prospect. The contact will automatically be created and added on the webform.

Conversion process

At any time, the WebForm Case can be converted onto an other CRM case : Sample Request, Customer Request or Opportunity by clicking the "Convert" button (in the Lightning component, it's a button in the "Account/Contact recognition" component, visible only once the account & contact has been linked to the webform)

In that case the WebForm will be closed with the Status « Closed – Accepted » and a new Case will be initiated with Pre-filled information. The New Case will follow the standard corresponding CRM process.
The Conversion process has to be done by user having the authorization to create a new case.
Before converting the case, the New Case type should be checked or amended if necessary

3.2 Custom Buttons

"Send Answer" Button

At any time, a direct answer can be provided to the customer directly from the Webform using the mail standard editor and Solvay templates. The email is sent to the contact email address