Walkmaze

Contextual Surveys for Smarter Service

The Problem

The City Contact Center

Resident feedback collected through surveys was underutilized due to slow follow-up.

The Solution

Automated After-Call Surveys for Service Feedback

Closing the loop on contact center interactions with smart, contextual citizen feedback collection.

Users

Contact Center Managers

Monitor satisfaction, identify pain points, and ensure service quality

Citizens

Provide quick, relevant feedback after case resolution

Technology Stack

Flowmaze

Low-code workflow orchestration

Microsoft Dynamics 365

CRM & case tracking with survey result integration

The Customer

The City Contact Center

Responsible for managing and improving citizen service experiences across multiple departments.

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.

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