Confirmit CRM Connector for Salesforce

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio

CRM Connector data integration software links Salesforce's system with Confirmit Horizons

Each and every customer interaction is important to your business, and you know how critical it is to listen to, and act on, the Voice of the Customer. With Confirmit CRM Connector for Salesforce, you can optimize all your customer interactions throughout the customer lifecycle, by integrating Confirmit Horizons directly with your Salesforce system


What is the value of customer feedback data in Salesforce?

Whether you sell to businesses, consumers or both, you have multiple customer touchpoints throughout the customer lifecycle. Integrating your VoC program with your CRM system enables you to optimize all these different touchpoints, from both your customers’ and your business perspectives.

  • As part of your initial customer on-boarding process, and with every significant Salesforce transaction that follows, initiate a VoC transactional survey to capture feedback on the customer experience
  • Select customers from Salesforce for regular relationship feedback, and use Confirmit Horizons to manage the business rules for distributing the surveys
  • Trigger surveys after each service interaction, and use business rules in Confirmit Horizons to generate activities for sales or cases for services to follow up
  • Leverage key customer data from Salesforce to deliver contextual information about your customers into your business reporting and executive dashboard.

What is the value of an optimized feedback experience for customers?

Don’t frustrate customers by asking questions to which you already know the answer. By integrating your VoC and CRM solutions, the relevant data is automatically available. This ensures that the survey is targeted to the specific environment of the customer – streamlining the process, and showing that you value them. Similarly, you can create highly targeted customer lists to enable you to ask very specific, valuable questions.

For example, you can focus on resolving localized issues – such as delivery problems that affected only customers who bought a particular product in a single region during a defined period of time – and find out exactly how the situation impacted them, and what you need to do to keep their business in future. Or build lists of customers who are coming to the end of their contract with you, and gain valuable feedback about their intention to renew while you are still able to impact that decision

Is it possible to have an optimized experience for business users?

There are many different profiles of users for an integrated CRM and VoC solution. In a B2B environment, along with your VoC team, you will have marketing teams, new business sales and account management teams, and services and support teams all undertaking different forms of customer interaction.
The flexibility of the integrated solution ensures the right kind of access for different business users. For example:

  • Sales teams may want to work mainly in Salesforce, while VoC and marketing teams need access to both systems 
  • Services teams that use Salesforce for case management will work in Salesforce 
  • Business users outside these domains will probably only need access to Confirmit Horizons

How easy is it to use Confirmit CRM Connector for Salesforce?

CRM Connector for Salesforce provides an easy-to-use setup wizard for mapping the fields in Salesforce to the corresponding data points in Confirmit Horizons. The wizard also includes easy configuration of filters to be applied when selecting data from Salesforce to be sent across to Confirmit Horizons. The software can be set up to transfer all changed data from Salesforce into Confirmit Horizons on a regular basis, e.g. once every hour or once a day. The wizard also allows simple setup to send survey data on a regular basis from Confirmit Horizons back to Salesforce.

Once the survey data has arrived in Salesforce it can be presented in Salesforce reports, combining it with other CRM data, or used to trigger actions to close the loop on customer feedback. Your organization can see and act on the VoC feedback data without leaving their familiar Salesforce CRM environment. This not only saves time but ensures your teams stay on top of all their latest customer data

The following factsheet provides additional information about Confirmit CRM Connector for Salesforce.

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