Version Control

VersionDateDescriptionAuthor
v.104.06.2018CreationSophie 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:

  1. 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.

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


Use cases 

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

  1. VOC surveys managed by 3rd party

Interviews Documents should be loaded to a folder in Gdrive and shared with $SBS-IS-Appli-OTC-CRM All

2. VOC surveys managed by Solvay (Qualtrics)


Manage VOC customer action plan

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

Investigation

Review

While performing those activities, the user may also :

2. Data Model & security

Main objects

Contact

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

Webform Security Model

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:

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 :

 

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:

  1. "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)
  2. "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 :

 

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 :

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

  1. 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.

  2. 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)

 

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