SalesForce.com Integration with SurveyGizmo

Hey, everyone, thanks for coming to the webinar today. I’m Jonathan, and I am a Client Services Engineer here at SurveyGizmo. I actually started with SurveyGizmo about a year and a half ago as a Support Representative, went from there to our Sales team to Professional Services, now I do a little bit of everything.

The integrations we have with other systems are something I’ve always personally found interesting. So, from day one, I stuck my nose in all kinds of places it didn’t belong and now I’m pretty much the company expert on our SurveyGizmo SalesForce integration, among a couple of other things. And I’ve been applying that knowledge daily since we started using SalesForce for some of our own internal processes.

Today, we’re going to go over the basics of the SalesForce integration with SurveyGizmo, which is something we’ve had since shortly after SurveyGizmo was launched. We’ll start with how to pull information from SalesForce, go over how we use that information inside of an online survey to populate survey questions and even control survey logic, and then we’ll close up with updating SalesForce with the new information that we’ve caught in the online survey.

I’m sure some of you might have some questions while we’re going through the demo. I don’t mind questions, I actually like them. They give me a really good excuse to talk and I love the sound of my own voice, so feel free to type any questions you have in the chat window or in the question section, actually, and I’ll answer them during our Q&A section in a little bit.

Just a quick overview to start off with. This is a web survey we’ve already created that has an integration with SalesForce. As we go down, we can see that we have the integration set to full contact data from SalesForce. And what it actually does is it populates this contact information into the web survey down here towards the bottom. This lets people see what customer information is already there - they can update their contact information, they can change it, do whatever they want. In the case of people who do not have an account or maybe aren’t in your SalesForce yet, they can actually enter it in from scratch.

Now we have our second page, which is shown only to people that we actually know are already customers, that have some kind of account with us.

And then beyond that, we have another page for people that don’t have an account with us, people who are fresh customers. They don’t come in with any SalesForce CRM information at all. Past that, next we have a single page where we ask people some questions whether they are already a customer or not (it doesn’t really matter). And then our final, closing thank you page, which is where we actually update SalesForce and give it all the new information, so we can move on from there.

When we take a look at this survey live, this is what we actually end up seeing. And it’s a survey we have called SurveyGizmo Plans - it’s for people who looking at either purchasing a new plan or changing their plan. Now, what we see in this screen shot right here is how we populate a web survey. And populating a survey with a person’s SalesForce information is done through a really easy-to-use interface we have called Field Mapping. What you see in the screen chat here is how we tell SurveyGizmo to tie the Last Name field in SalesForce to the Last Name survey question in our online survey.

So, going on down here, we actually see that we’ve pulled some information into our online survey from SalesForce. It looks like this account belongs to Bugs Bunny at 123 Warner Bros. Lane, but maybe Bugs Bunny just got married and his name is now Bugs Walters and he has moved to 250 Warner Bros. Lane. He’s also changed his email address to bugswalters, so we’re now going to take that information, but he still has the same phone number. We go down and click Next. Now since the online survey knows from the information we got from SalesForce that this person already has an account, that they’re an existing customer, it goes to the page for existing customers.

This page is shown to anyone who has an active SurveyGizmo account. We know that the contact has an active account because we pulled their data from SalesForce and populated our plan level variable, then used survey page logic to say “Only show this page if plan level is answered or has a value.” So, then, for people that are already customers, we might want to ask them, “It looks like you already have an Enterprise plan with SurveyGizmo. Based on your anticipated volume, what plan level would you like to change to next month?” And maybe next month is going to be pretty dry, they’re going to get 800 responses, so we’ll go ahead and pick Personal and then continue on with the survey.

Now the next page we get to is actually the one where everybody gets to. Now this is really good when you’re dealing with SalesForce, because not only can you update contact information and lead information with SalesForce, but you can also update SalesForce tasks, you can create SalesForce tasks, you can go through just about any part of SalesForce’s lead generation, you can use custom fields and custom variables. So this is really nice because we might say, “I would like a sales associate to contact me by email” in our online survey, and we can automatically create a task in SalesForce that’s set up for one of the sales associates to email this person. It might also say “Contact me by phone,” so we’ll set up maybe two tasks, one for email and for phone or one task that does both that says call or email this person.

So, we’re going to go and choose to do the phone and email, because we really don’t care which one and submit. Now, what we get on the next page is actually the thank you page of the online survey. This is the page where we actually update SalesForce with the information. You can see a screen shot here of what that update for the contact in SalesForce might look like. And that’s pretty much the SalesForce integration in a nutshell.

If you remember, though, it’s not just about updating contact information. We use SalesForce here at SurveyGizmo to generate lead tracking and people sign up for email updates and things like that, or they tell us they want to contact us through some of our contact forms. We use those to generate tasks and objects in SalesForce so we can follow through and make sure that we do contact anyone who asks us to contact them via one of our online contact forms.

Like I say, it’s really, really easy to use, it’s really simple, the field mapping system’s very easy. You can do some really incredible stuff without really having to lift much more than a finger. So, I’m going to go ahead and close that out and we’re going to go to the question and answer section.

Questions & Answers

How do I create a Salesforce task using a SurveyGizmo online survey?

I can show you a quick example of that. If we go back into our survey, on our thank you page here in SurveyGizmo, we can click on Add Actions and this opens up the window where we can actually choose to add a SalesForce action. We’re going to choose SalesForce and we’re going to name it “Follow-Up Task.” We’re going to add the action and then we’re going to change the settings of it so we know exactly what we’re doing with it.

What we’re going to do is add new records to SalesForce and we’re going to select an object type - so we might go down and choose a Task. Then we click Save. And then from there, we actually get to map out what we’re doing with the tasks from the fields in the SurveyGizmo online survey. So what we have here is, of course, the SurveyGizmo questions and the SalesForce fields.

So, we might have going down here the, “I would like a sales associate to contact me by:” and that goes into the Description field. So we send that information to SalesForce, we can save it and that way, anytime someone chooses that they would like someone to contact them either by email or by phone or anything else, we create a follow-up task in SalesForce and it automatically generates that.

Is SurveyGizmo Integration for any API web-based CRM tool, or is it just SalesForce.com?

This particular integration is actually just for SalesForce. We do offer several other integrations though. We have direct integrations with ExactTarget as well as Mail Chimp, and then using some of our other features, you can also build your own integrations.

We have our own API you can use to build your integration on another system. You can use our POST action, which actually takes survey data from SurveyGizmo and sends it to another web page, to actually build another integration that maybe integrates your survey data with your own database (if you have your own database that you use as a database of record). But, again, this particular integration is just for SalesForce.

So, it doesn’t look like anybody else has any more questions, so I’m going to show you just one cool, nifty thing about SurveyGizmo and the SalesForce integrations that we have here.

You noticed how we pull information from SalesForce and how we can update SalesForce with that information. You already know who the person is. But what if someone comes into the survey and they don’t know? Like they’re not an actual customer, they’re not in your SalesForce yet. So the SalesForce action would try to pull, but it would find nothing. So, we have this information here and we’re going to make a new person. We’re going to say Elmer Fudd, who lives at 456 Cherry Bunny Lane, and I’m making this up, you’ll have to forgive me, and I have no idea, we’re just going to say Washing, California and make up a zip code.

So we’re going to fill out this information and you’ll notice that the last time we went through, we actually got to the page for an existing customer because we knew we had an existing customer. This time around, we’re going to be getting to a page for new customers because we weren’t able to find the information in SalesForce. And that SalesForce data or even the lack of SalesForce data can drive the logic through your web survey. This is the page we get when we’re new customers, and we know that because we attempted to pull data from SalesForce to populate the plan level field, but we weren’t able to, there was nothing there and the page logic says only show this page if the plan level field is not answered or does not have a value.

So, this is a new client and we’re going to go ahead and ask them how they heard about SurveyGizmo. We might say we heard it by word of mouth. “How many people do you think will be taking your surveys every month?” Which is one of the ways we figure out what plan might be best for someone. It looks like Elmer Fudd might only have about 700 people filling out his online survey, so we choose 501 to 1,000, click Next, and then I would like to have a sales associate contact me by - Elmer Fudd doesn’t really like phone calls or emails, so he’s going to say, “Not at all, I’ll contact you.”

And we have survey logic set up here that says, if they choose none at all, we’re going to give him our contact information, just so he has that. Submit the response, it’s going to go ahead again and update SalesForce, but this time it’s going to create a new record in SalesForce, because we’re not updating any existing contact.

So, what we might have is here, this is the old Bugs Bunny, which we updated and if we refresh that, we should see the changes and there it is, Mr. Bugs Walters, and we can go down here and search for Elmer and see if we can actually find our new Elmer Fudd. It looks like that hasn’t quite updated yet. It can sometimes take about 60 seconds.

Again, in a nutshell, that is our SurveyGizmo SalesForce integration from start to finish. If you have any other questions, please remember that we have an active support team that’s more than willing to help you any time you have any questions. And we’d be happy to like help you figure out how to get stuff set up if you have any kind of trouble or you’re just curious about, maybe, how to do it.

So that’s pretty much it. Thanks for your time, everybody and have a fantastic day!