Customer Overview
Customer is a network of public charter schools, is committed to delivering exceptional support to students, families, and staff. To improve service quality, Customer needed a more structured and efficient way to gather and manage feedback within Salesforce Service Cloud.
The Challenge
Customer struggled with an inconsistent and manual feedback process:
- No unified method to collect survey responses directly in Salesforce
- Feedback was tracked manually outside the system, making it difficult to connect insights with Cases, Contacts, or service interactions
- Limited visibility into real-time trends, which slowed down response and improvement efforts
Without centralized data, teams couldn’t fully leverage customer insights to enhance the service experience.
The Solution: Integrated Salesforce Survey & Feedback Automation
Our Salesforce development team designed and deployed a custom Salesforce-integrated survey form that brought feedback collection directly into the platform, automating data capture and enabling real-time insights.
Key solution components:
- A custom survey form that automatically pushes responses into Salesforce
- Seamless linking of feedback to the corresponding Case, Contact, or student record
- Automated storage of all submission data, no manual entry required
- Custom reports and dashboards for real-time feedback analysis and trend identification
This end-to-end solution ensured that every piece of feedback is captured, categorized, and ready for action.
The Results
- Centralized Feedback Within Salesforce
All survey responses are now captured and linked directly to Cases, Contacts, and student records, creating a single source of truth.
- Reduced Manual Effort and Faster Insights
Automated data capture eliminated manual tracking and made feedback instantly available for action.
- Real-Time Visibility Into Service Trends
Custom dashboards provide immediate insight into feedback patterns, helping teams respond proactively.
- Improved Service Quality and Engagement
Timely access to accurate feedback enables better responses, stronger engagement, and continuous service improvement.
By bringing survey capture and feedback analysis directly into Salesforce, customer was able to transform how they gather insights and respond to needs. The new system empowers teams with real-time data, reduces manual effort, and creates a foundation for continuous service improvement.