In a nutshell…
Squirrel Business Solutions was engaged to create a seamless post-service survey experience for Comfortel’s customers that was linked to the Service record in the CRM and would provide them valuable insights about their servicing team, known as technicians.
Comfortel
For over 20 years small and large salons in Australia and New Zealand have relied on Comfortel to provide them with the most innovative, modern approach in salon equipment and furniture and ongoing maintenance.
The brief
Comfortel wanted to utilise tools within the Zoho One suite to better engage with their customers and learn more about their experience with a Comfortel service technician.
“We wanted to offer a quick survey for all customers who have service calls from us.” Matt Hore, General Manager, Comfortel.
Hairdressers and salons are always busy and staff tend to spend as little time as they can in front of a computer, so it was important that the solution was designed to best reach these people.
The solution
- Zoho CRM
- Zoho Survey
Squirrel designed a simple survey using Zoho Survey that would allow the Salons to rate the service they received from booking through to completion. The CRM was modified to allow for the collection of the survey results, as well as controlling who and when they would receive the survey. The survey link is sent via an SMS using a scheduled system automation to ensure it is received at a suitable time after the job completion details are updated.
The Systems
Zoho Survey was chosen due to the ease with which you can create and share the survey as well as the out of the box integration to Zoho CRM, making reporting a breeze.
Not only that, Zoho Survey is optimised for mobile devices, ensuring that Salon customers can easily access and respond to the questions on the go, without hassle.
Burst SMS was already in place for the Comfortel team, so implementing this solution required only a couple of additional steps to set up a custom webhook to trigger the send. Please click here if you would like to read more about how Burst SMS could help your business.
The benefits
- Gives customers the opportunity to give feedback while the experience is fresh in their minds
- Automation ensures the survey gets sent, and doesn’t end up at the bottom of someone’s to-do list
- Opportunity to quickly resolve issues and manage customer expectations
- Help to identify areas for improvement within your processes
- Reporting dashboard to track and measure the survey results in the CRM
Ask Squirrel
Could your business benefit from a similar solution? We’d be happy to help you find one. Book a free consult today.
Squirrel Business Solutions implements and integrates CRM and other cloud-based systems, and provides training and support, for small and medium-sized businesses all over Australia, including Melbourne, Bendigo, regional Victoria, Tasmania, Sydney and Brisbane. This empowers them to automate their processes and improve their efficiency.
Squirrel Business Solution’s founder, Kylie Harker, is a Melbourne based consultant who assists business owners find and implement the best fit CRM and other systems for their business. Squirrel focus on four core principles: integrating your systems, streamlining your processes, enhancing your customer experience, and unlocking the value of your data.