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A business telecoms provider captured CSAT across acquired entities using surveys triggered by record updates.
A business telecoms and cloud communications provider acquired several businesses in a short period, one of which had an established interest in capturing CSAT.
Bringing that measurement into a combined Salesforce support operation meant surveys had to fire consistently without anyone remembering to send them.
Simple Survey triggers surveys on field and record updates, such as sending a survey three days after a case closes.
Automatic surveying captured CSAT across the combined organization and drove a higher response rate than manual sending had.
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