A large hospital system wanted to measure the feedback being provided by patients across different service lines and use the information to provide better access to care, services and access to engagement across its medical facilities.
The group decided to leverage ExAM and Salesforce to gather its customer feedback. The team developed a simple feedback instrument in ExAM to measure ease, effectiveness and trust across their customer base. The team used statistical analysis to determine appropriate outreach targets across key demographic areas. Because ExAM is a native Salesforce app the data flowed directly from the customer into Salesforce and into Wave Analytics for advanced analysis.
ExAM to Salesforce to Wave Analytics
Real Understanding in Real Time
Driving Executive Decision Making
Understanding what isn't working
The feedback made it easy to see where stakeholders were experiencing difficulties with regard to service provision and enabled them to make decisions to begin addressing those challenges.
Start Service recovery in Real Time
ExAM let the team bake in the ability to open cases immediately based for stakeholders who had a poor experience through ExAM’s Case Question feature as well as for cases that had words that should trigger an immediate response based on ExAM’s Watchlist Words feature.
ExAM’s ability to Field Map data directly into custom objects enabled the team to leverage comprehensive data from a corporate data warehouse and combine it with the data being provided directly from customers to create a rich data set for evaluation using Salesforce’s Wave Analytics platform.
Learn How We Did It
From idea to customer in six weeks. Our team and their team became one team fast. ExAM makes it so you don’t have to work about the technology. We were able to focus on the answers we needed, the questions we needed to get those answers and the analytics we needed to make that information actionable.