CUSTOMER STORY
Box empowers every employee to focus on customer success
Learn how Box fuels its team with customer data and creates a 360° view of the customer journey.
HEADQUARTERS
Redwood City, California
COMPANY SIZE
1,000+
INDUSTRY
Technology
USE CASES
OVERVIEW
If you’re looking to enhance your company’s customer experience, you need feedback data. But that data is no good to anyone if it’s not available to everyone. Box knows this firsthand. With SurveyMonkey, the cloud management company broke down data silos, unified its customer feedback operations, and uncovered critical insights about its customer journey.
THE CHALLENGE
Focus on customer success with data
In 2018, when Box shifted its focus towards obsessive customer centricity, it quickly realised it needed a better data strategy if it was going to truly deliver a best-in-class customer experience.
“Nobody knew where to go to get customer feedback,” said Chase Zenger, chief of staff, customer success. “Not everybody had access. There was no consistency or scale. None of the experience and feedback data was being aggregated in any way.”
Box teams were using different platforms for different kinds of surveys: customer onboarding, customer relationship, customer satisfaction and more. Data was coming in, but it was getting siloed within those teams and not living up to its potential. But when the company turned to SurveyMonkey to help bring a single data flow to the whole team, everything came together.
“We use SurveyMonkey Enterprise to gather feedback from our customers at key moments across their entire customer journey with Box. At all these different touchpoints, what are they thinking? What are they feeling? How are we delivering? What can be improved?”
Chase Zenger
Chief of staff, customer success
THE ANSWER
An integrated customer data flow that empowers everyone
To truly deliver on its mission of customer centricity, Box needed to unify its customer feedback operations and gain a clearer understanding of the voice of the customer.
“We needed a single tool that would enable us to understand sentiment across a number of different interactions we have with customers,” explained Jon Herstein, chief customer officer.
As Herstein and his team evaluated solutions, SurveyMonkey Enterprise immediately stood out. Not only was it easy to use, leading to reports that Box teams were “delighted with the experience”, but it also made data silos a thing of the past.
“If you take all the survey data that we get from SurveyMonkey, if you take all the operational data that we have from our own systems and marry that together, we can actually have a view of what the customer's doing,” said Herstein. “That's something you couldn't do with on-premise software.”
“SurveyMonkey Enterprise has enabled us to really, truly deliver a mind-blowing customer experience.”
Chase Zenger
Chief of staff, customer success
Box
THE RESULTS
A 360° view of the customer journey
Upgrading from the self-serve SurveyMonkey platform gave Box enterprise-class capabilities, with more visibility and control. With SurveyMonkey’s direct API access and integrations with applications like Salesforce and Zendesk, Box connected customer feedback to its existing data warehouse, analytics tools and overall business operations.
Box’s customer success team, sales team, and executives now “have a view of what the customer is doing, how things are going, and how they sit relative to their peers,” Herstein said. “That’s incredibly powerful.”
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