Non-Profit
UFCU
Summary
Imperium Dynamics has streamlined the survey
distribution process for UFCU by harnessing Dynamics
Customer Voice to craft surveys and Dynamics 365
Marketing to design segments, customer journeys, and
tailored email templates.
This enhancement improved efficiency, aligned email
templates with the brand, and ensured clear,
reader-friendly information presentation. By deploying
Dynamics 365 Customer Voice for survey setup, the
integrity of the survey questions was upheld. Our
implementation of an end-to-end automated email dispatch
system guaranteed prompt collection of customer feedback
which in turn facilitated timely adjustments to enhance
the overall customer experience.
The Problem
UFCU sought to streamline the tedious and time-consuming tasks of sending surveys to their members. They had faced challenges manually handling these surveys and struggled to track the scheduled email dispatch times while wanting to increase their customer response rates. Their existing business process involved sending two types of surveys to their members: an annual Net Promoter Score (NPS) survey and an event-triggered Customer Satisfaction (CSAT) survey. UFCU aimed to streamline this operational workflow, and Imperium Dynamics had played a pivotal role in ensuring its seamless execution.
The Outcome
We utilized Dynamics Marketing to automate the UFCU's
survey-sending process. This involved categorizing
customers based on their enrollment date and
implementing real-time marketing techniques to
formulate event-triggered journeys, which were used
for email distribution. We also developed tailored
email templates that incorporated Customer Voice
survey links. Furthermore, we also set up email
reminders to boost response rates.
The process is as follows: Upon a member’s enrollment
in the institution, their joining date is logged in
Dynamics Marketing. Then, following a seven-month
interval, the system initiates a tailored customer
journey based on the member's joining segment, sending
them an NPS survey. In case of no response, a reminder
email is sent. This process repeats annually based on
the member's joining date.
Additionally, there is an internal loop closure
process in place. When a customer submits a survey, a
notification is sent to the branch manager for a
follow-up. If needed, the branch manager can assign
someone to edit the survey for accuracy. If the
feedback is not collected within five workdays, the
regional manager is notified. This protocol ensures
efficient communication and customer service.
Features
Solution Features
Build the NPS survey in Customer Voice.
Set up custom email templates for sending surveys.
Segmentation based on the business process criteria.
Track the Loop Closure process in Dynamics 365.
Project
Timeline
Imperium Dynamics utilized Dynamics 365 Marketing and Customer Voice to enable data-driven decision making for US financial institutions by setting up surveys for customers for capturing insights.
UFCU
11 months
Related Cases
Similar Stories
