1. Issue: Low Response Rate for Satisfaction Surveys

A company’s sales operations are divided between inside sales (5 members) and field sales (5 members). The inside sales team operates under the slogan “Providing valuable information to potential customers.”

Inside sales members send out reports to 5 to 10 companies each day. Each report is sent via email from their workflow app’s “Report Sending Process”. The email body automatically includes five links to record satisfaction responses (from ★1 to ★5), allowing recipients to easily provide their satisfaction rating by simply clicking a link. The number of reports sent and the total number of satisfaction points obtained are key performance indicators (KPI) for inside sales.

• Examples of content tailored to customer needs:
  • About the Simultaneous Login Feature
  • Simultaneous Login Feature
• Examples of service updates:
  • Regarding New Feature XX
  • New Usage Case Studies (by Company YY)
• Examples of materials used in regular meetings:
  • Service Overview
  • Proposition for XX

2. Solution: Enable Reminders

The process owner decided to redesign the workflow to allow multiple messages soliciting participation with the satisfaction survey.

In the previous Report Sending Process, reports and messages were only entered at the human task [0.Manual start]. After improvement, reports and messages can also be edited and re-sent in the second task*.

With this process improvement, inside sales gained the ability to remind prospective customers to participate in the satisfaction survey at their discretion and convenience.

Response rates improved from ~20% to ~30% as reminder emails prompted missed, delayed, and less responsive prospects to complete the survey.

3. Customers Case Study

4. Other Business Applications

We will enable AI-based reviews for the following tasks:

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