Version Control
| Version | Date | Description | Author |
|---|---|---|---|
| v.1 | 04.06.2018 | Creation | Sophie Millet |
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 (Outside of salesforce.com solution (External Providers, Qualtrics))
- Interview results are collected and stored
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
VOC surveys managed by 3rd party
Third Party manages and conducts the Interviews.
Need to Load VOCs manually.
Need link InterviManagedews and CORE CRM.
IS will support on the VOCs Loading and link with Interview
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)
- Solvay manages Interviews with IS support for Survey link with CORE CRM.
- Respondent answers automatically stored in CORE CRM.
- VOCs automatic created when respondent answers.
- Full Interviews are automatically linked in CORE CRM.
Manage VOC customer action plan
When VOC records of a survey have been registered in the system, VOC actions (a SFDC task with the record type "VOC Action") may be created to improve the customer relationship and increase the NPS score.
A VOC Customer Action Plan is the list of all VOC actions related to an account.
VOC actions may also be linked to an existing account plan.
Create a VOC action
- From the VOC record related to a customer (or a contact), create a VOC action and assign it to a user
- Set up a start and end date
- Optionally, link the VOC action to an account plan
Review VOC customer action plan
- From the account, open the VOC customer action plan
2. Data Model & security
Main objects
Contact
- Account: Standard Salesforce Object to manage the information about the Customer
- Contact: Standard Salesforce Object to manage the contact person from the Customer
- VOC: Custom Salesforce Object to store quantitative customer feedback
- VOC action : Standard SalesForce object (task record type) to manage actions to improve NPS score
VOC record Security Model
Who can create? | A VOC record can be created only by integration, a GBU data steward or a system admin |
Who can see? | Visibility of VOC records depends on the record itself (Visibility field). A VOC record can be Shared, GBU restricted or Confidential. |
Who can update? | A VOC record can be created only by integration, a GBU data steward or a system admin |
Who can delete? | A VOC record cannot be deleted. Only the System Administrator (SBS) can delete a VOC record. |
VOC action Security Model
Who can create? | Any user accessing a VOC record can create a new VOC action |
Who can see? | Any user accessing a VOC record can see a VOC action |
Who can update? | Any user accessing a VOC record can update a VOC action |
Who can delete? | A VOC action cannot be deleted. Only the System Administrator (SBS) can delete a VOC action |
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