Automated interfaces between online feedback software and other IT systems boost efficiency
By interfacing external software with the products of Globalpark’s Enterprise Feedback Suite mayor advantages can be gained. The software can exchange data with external IT systems by using the interface and integration technology of EFS Web Services. Information can be received from – and sent to – other software solutions, thereby generating a whole range of options for establishing automated feedback processes:
Example: Call center surveys
Participant data can, for example, be transferred from call center software to trigger a satisfaction survey when a customer uses a hotline service. On conclusion of the survey, the results can be returned to the customer’s dataset. In this way, non-reactive master data in the call center software can be augmented by reactive survey information, providing call center agents with access to important additional information.
Example: Automated master data transfer
As Globalpark software solutions can also be connected to existing software, users have the option of exporting customer information. As a result, customers can be selected for surveys in groups according to their profile data and transferred to the Globalpark software depending on the project in question.
Example: Panel interface
The option of transferring master data from other systems also makes it easier to use panel list data for panel operation. What’s more, the functions of EFS Panel can also be integrated in any website infrastructure via Web Services. At the same time, it is also possible, for instance, to connect EFS Panel to an enterprise resource planning system. This option automates and optimizes the process of sending incentives.
Example: Automated reporting
EFS Web Services can also be used to transfer results data from surveys to external IT systems. Users can choose the type and form of the transfer. For example, the data can be transferred to Business Intelligence solutions or sales control software and made available for analysis – in real time if required.
No matter how Globalpark software is integrated into existing IT infrastructures using EFS Web Services, there are virtually no technical limitations. The data transfer is based on compatible standards and can be configured irrespective of the technical properties of external IT systems.
Example: Customer satisfaction surveys
CRM software can be used to transfer comprehensive customer master data to the survey software for the purpose of customer satisfaction surveys. This data can then be used as basic information to enable accurate surveys. Furthermore, this option also makes it possible to define automated escalation processes.
For instance, if the results of a customer survey fall below a defined satisfaction limit, an escalation process can be triggered automatically in the CRM software.
The possibilities opened up by EFS Web Services harness the full potential of online feedback processes – these types of closed and automated data cycles increase the efficiency in the long term and give our customers a clear-cut competitive edge.
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