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Transactional Survey Case Management

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Background Recently, a number of changes have been made to the customer transactional survey (formerly known as the closed ticket survey) process. Using the new Allegiance software platform, survey invitation emails are sent to customers, within one hour of their tickets being closed, in one of the eight languages we provide support in.

Survey invitation emails contain unique URLs and expire 10 days after being sent. If a recipient does not click the URL within 5 days of receiving the invitation, a follow-up email is automatically sent.

Survey anti-fatigue rules prevent customers from receiving more than one survey invitation every 30 calendar days, regardless of the number of tickets closed during that period. In addition, customers who have opted-out of receiving email communications from us will not receive the survey. Customers who don’t receive a survey can request one by contacting the Customer Experience Office (as indicated on the updated ITSM ticket resolution email.

Routing Criteria Email alerts will be sent to the responsible first level leaders if a recipient responds to the survey questions as follows:

Low Satisfaction [Priority 1]- If the respondent has rated their overall satisfaction as 0-6; OR

Unresolved Issue [Priority 2] – If the respondent states “NO” to the Issue Resolution question *AND* they rate their satisfaction between 7-10; OR

High Satisfaction [Priority 3] – If the respondent states “YES” to the Issue Resolution question *AND* they rate their satisfaction a 9 or 10.

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Email Alert Sample

From: feedback@allegiancetech.com

To: <TFM criteria sent to>

Cc: customerxperienceoffice@opentext.com

Subject: CS Transactional Survey - Low Satisfaction Alert: <pipe-in company name>

Body:

Hi <first-level manager name>,

You are receiving this TFM alert because a customer responded to the CS Transactional Survey in a way that requires follow up and generated a Low Satisfaction Survey Alert. This customer needs to be contacted within 72 hours. The purpose of the call is to thank the customer for taking the survey, to follow up on areas of dissatisfaction, and to create an action plan to resolve the issue. Investigate any risks that were identified in the survey, including the customer's low satisfaction score.

Survey Response

Ticket Owner: <ticketowner>

Overall Satisfaction: <OverallSatisfaction>

Issue Resolution Status: <IssueResolvedY/N>

Reason Issue Not Resolved: <ReasonIssueNotResolved>, <ReasonIssueNotResolvedOtherComment>

Customer Effort Score:<customereffortscore>

Comment: <OverallComment>

Customer Information

Company Name: [SFAccountName]

Customer Country: [SFContactMailingCountry]

Customer Name: [SFContactFirstName] [SFContactLastName]

Language in which the survey was taken: [LanguageInWhichSurveyWasTaken]

Customer Phone Number: [SFContactPhone]

Customer Email: [SFContactEmail]

Call Queue: [CallQueue]

Product Information: ?

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Survey Alert Follow up

As the TFM alert assignee / owner, please:

1. Click on the survey alert link below to review responses. Please note that you can login to Allegiance SSO using your OpenText login credentials.

2. Review the customer survey responses. 3. Take ownership of this survey alert. 4. Contact the customer to thank them for taking the survey and to discuss a resolution within 72

hours. You can send customers follow up emails directly out of Allegiance (Allegiance Send

Email to Customer). These emails will be sent to the customer from feedback@allegiancetech.com. The system will automatically populate any customer responses into the survey alert page in the Dialogue History section. The survey alert owner will be notified via an email notification if the customer responds.

5. Document root cause of the survey alert, action plans, and follow-up activities. 6. When all associated activities have been completed, update the survey alert to Status = Closed.

[VOICE_INCIDENT_URL]

If you need assistance or have any questions, please contact customerexperience@opentext.com.

Process 1. A survey alert email will be generated based on how the customer answers the survey and sent to the

appropriate first level leader.

2. The responsible party will then take steps to follow up with the customer as listed above.

3. Actions need to be tracked in the case, a root cause needs to be determined/tracked and the case

needs to be marked as resolved.

4. Once the alert has been generated and routed to the appropriate leader, please follow the work

instructions listed below:

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Work Instructions 5. You will receive an email alert from feedback@allegiancetech.com similar to the example below.

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6. Click the URL in the email alert.

7. Log on to Allegiance—using your existing OpenText domain user ID [email address] and the

password [Opentext123!] —to access the case. You will not be able to log in until you begin receiving

survey alerts.

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8. Review the survey response notes and other information associated with the case (For example,

Feedback details, Customer Details, Tasks, Dialog History, and attachments).

9. Ownership will be delegated to you prior to the case being assigned. When you start work on a

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survey alert, select the “Take Ownership” button to assign yourself as the survey alert owner.

10. Use the drop-down list box to change the status of the Feedback Details.

11. Communication is the main component of this system. Ensure you schedule a phone call or send an

email to the customer within 72 hours of the case being assigned to you.

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Note: A phone call may be preferable in most cases, but if you are emailing the customer, feel free to utilize the following template:

Low Satisfaction Alert Example Response

Hello <customer first name>,

Thank you for completing the OpenText Customer Service Survey. I am following up with you because you marked a <low satisfaction score> on the question “Overall, how satisfied were you with OpenText

Customer Service on this ticket?”

We value your feedback and want to improve upon your experience going forward. To do so, we need a few more details around the score you provided and need to understand what we can do make your OpenText experience the best possible.

If you can spare a few moments, please reply to this email or request a call to tell me what you think we can do to improve the OpenText experience. I would be happy to capture your information and provide it to our Customer Experience Office, which is actively engaged in a number of projects and activities that are using customer feedback as the motivation for company-wide development.

Thank you,

<employee first name>

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12. It is a requirement to document your follow-up phone or email conversation(s) with the customer. To do this, use the Internal Notes field. Include any applicable attachments such as email threads, word document captures, and others by adding them as attachments.

13. Click Save Internal Note before proceeding.

14. If any of the Contact Information in the Customer Details section is incorrect, please update it by

clicking Add/Edit Address Information or Add/Edit Contact Number. Please note, this will not

update any information in Salesforce.com.

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15. Complete the Tasks field. Fill in the date, task details, comments, status, and owner.

16. Click Save.

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17. Update the survey alert status to “closed” when all associated activities have been completed.

More Information For more information, email customerexperience@opentext.com.

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