Contextual Surveys for Smarter Service
Contextual Surveys for Smarter Service
The Problem
The Problem
City Council Contact Center
City Council Contact Center
Responsible for managing and improving citizen service experiences across multiple departments.
The Solution
The Solution
Automated After-Call Surveys for Service Feedback
Automated After-Call Surveys for Service Feedback
Closing the loop on contact center interactions with smart, contextual citizen feedback collection.
Users
Users
Contact Center Managers
Monitor satisfaction, identify pain points, and ensure service quality
Citizens
Provide quick, relevant feedback after case resolution
Technology Stack
Technology Stack
Flowmaze
Low-code workflow orchestration
Microsoft Dynamics 365
CRM & case tracking with survey result integration
The Customer
The Customer
City Council Contact Center
City Council Contact Center
Responsible for managing and improving citizen service experiences across multiple departments.
The Problem
The Problem
Resident feedback collected through surveys was underutilized due to slow follow-up. Managers reported that the slow turnaround from insight to implementation made it difficult to resolve issues promptly, weakening the connection between customer insights and service outcomes and slowing progress on improving service quality.
Resident feedback collected through surveys was underutilized due to slow follow-up. Managers reported that the slow turnaround from insight to implementation made it difficult to resolve issues promptly, weakening the connection between customer insights and service outcomes and slowing progress on improving service quality.
Challenges
Challenges
One of the main challenges in addressing slow action on survey results was the scoring process itself. Survey responses were often unstructured or inconsistent, making it difficult for managers to quickly interpret the data and identify clear priorities. Without a reliable way to score and categorize feedback, turning insights into timely improvements remained a persistent obstacle.
One of the main challenges in addressing slow action on survey results was the scoring process itself. Survey responses were often unstructured or inconsistent, making it difficult for managers to quickly interpret the data and identify clear priorities. Without a reliable way to score and categorize feedback, turning insights into timely improvements remained a persistent obstacle.
What We Delivered
What We Delivered
Contextual After-Call Surveys
Tailored to the specific service delivered
Contextual After-Call Surveys
Tailored to the specific service delivered
Auto-Scoring Engine
To quantify satisfaction and escalate issues
Auto-Scoring Engine
To quantify satisfaction and escalate issues
Seamless CRM Integration
Survey responses attached directly to related cases
Seamless CRM Integration
Survey responses attached directly to related cases
Real-Time Feedback Loop
For quality assurance and service optimization
Real-Time Feedback Loop
For quality assurance and service optimization
Results & Impact
Results & Impact
Improved visibility into citizen satisfaction trends
Improved visibility into citizen satisfaction trends
Faster detection of service delivery gaps and agent performance issues
Faster detection of service delivery gaps and agent performance issues
Higher survey response rates through concise, case-aware questions
Higher survey response rates through concise, case-aware questions
Data-driven management decisions based on real insights, not assumptions
Data-driven management decisions based on real insights, not assumptions
Want to see how you can transform your organization?
Want to see how you can transform your organization?
or explore real-world use cases on our website
or explore real-world use cases on our website
