CustomerGauge Seamless Integrations

© CustomerGauge / Directness BV Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
Feature Presentation:
Seamless Integration
Hannah Linnekamp
23 February 2016
Update: 19 May 2016

© CustomerGauge / Directness BV
Table of Contents
1) Benefits of CustomerGauge Integration
2) API Hub Technology
3) Setup - overview
4) How to set up your integration
5) Use case examples
6) Recap

1) Integration with CustomerGauge
CRM

OTHER SYSTEMS

The benefits of integrating with CustomerGauge
• Easy data pull and push:
• Automated survey-sending
• Survey results instantly visible
• Create a 360° view of your customers
• Leverage your existing systems, data, and internal skills
• Minimise training costs and change management
• Lighting-speed implementation:
• No coding
• Quick and user-friendly setup in-tool

How does the connection through API Hub Technology work?
• We connect to one of several API hubs (i.e. CRM) by calling the Cloud Elements
APIs - and Cloud Elements connects to the various systems for us
• Hence we do not connect to each external system separately - connecting to the
Cloud Elements CRM hub allows us to connect through to 13 different CRM
systems - and there are many other API hubs (Helpdesk, Marketing, etc)
Why Cloud Elements’ API Hub
Technology?
• Scalability: instant deployment of additional
integrations
• Flexibility: many different systems available
• Best-in-class cloud services integration
provider for both security and functionality
We do what we do best - NPS - and so does our Integration partner
Cloud Elements

What about data security?
• Authentication is done by Cloud Elements, we do not store any login credentials for
the external systems
• Cloud Elements does not store any business data - it functions as a portal, letting
data through without saving it
• CE stores metadata about API calls
• CE stores AAA logs (Authentication, Authorization, and Accounting)
• All data is encrypted
• Separate routing portals for EU and US customers
• If you would like more information regarding data security, we are happy to provide
this

3) Setup - overview
1. Authenticate
2. Choose which customer data to pull into CustomerGauge for
surveying
3. Choose how frequently to survey your customers
4. Choose whether or not to push survey results back into your CRM

1) Connect in the Integration Hub

2) Enter login credentials for your CRM

3) Decide what data you want to
pull from your CRM, and map
those fields to your
CustomerGauge fields

4) Decide when and how to pull data from your CRM:
- all Contacts or filtered?
- manually or automatically?
- at which frequency?

5) Push survey results back into
your CRM? Map the result fields
to the desired location.

6) Done!

5) Use Case Examples
“I would like to survey all of my Key Contacts every quarter”
During the setup process you would select the option to “Pull all relevant Contacts” with
a quarterly frequency. You would set up whatever necessary filters to identify the
‘relevant’ Contacts: in this case you would filter on i.e. ‘Contact Type = Key’.
“I would like to survey a Contact after every support call”
During the setup process you would select a trigger field for surveying, for example
“Survey=Yes”, and choose a daily or hourly frequency. Every time a support call is
logged in your system, the trigger field should be updated (whether manually or
automatically). Our system will pull all records each day/hour with “Survey=Yes” at that
point, and will back-update the trigger field once a record has been pulled to i.e.
“Survey=No”.

“I would like to survey all of my relevant Contacts each year - but I
would like to spread out the surveying by sending a batch every
month”
During the setup process you would select a trigger field for surveying, for example
“Survey=Yes”, and choose a monthly frequency. In your own system, you would make
sure that this trigger field is updated each month (whether manually or automatically) so
that after batch 1 has been surveyed, batch 2 is updated with the value “Survey=Yes”
for next month’s pull. Our system will pull all records each month with “Survey=Yes” at
that point, and will back-update the trigger field once a record has been pulled to i.e.
“Survey=No”.

“I would like to manually survey Contacts for a particular account,
three weeks before my QBR”
You can go into the In-App Upload three weeks before the QBR, filter on the correct
Account Name, pull the correct Contacts, and process and send survey invitations right
away.

6) Recap
The benefits of integrating with CustomerGauge
• 12 different CRMs
• Dozens of other systems available
• Secure API Hub technology
• Simple setup - no coding required
• Flexible setup - many different use cases supported

Thank you!
Ask your Customer Success Manager or Sales Rep about
integrating with CustomerGauge!

CustomerGauge Seamless Integrations

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