Every unhappy customer gets a call back within 48 hours, from someone who knows their history

Each low survey score becomes a call-back case in Salesforce with the customer's history in a short brief. The branch manager gets 48 hours, and the AI chases until the call is logged.

Used day to day by
  • Regional service managers
  • Customer experience team

How it runs with AI

The AI picks up each low score as it arrives and pulls the customer's contract, recent visits and open cases from Salesforce. It creates a call-back case for the branch manager with a short brief and a 48-hour deadline, tells the customer who will call, and chases until the call is logged.

How it is done today

A Qualtrics survey goes out after every breakdown and service visit. Low scores reach the branches as a weekly Excel list, and each branch manager looks up the customer in Salesforce before calling. Calls often happen a week after the survey, and some get missed.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Picks up each low score and checks whether the customer agreed to a call

    Needs to know: Low score line, Call permission answers

    In Qualtrics

    Exception to step 1

    Sends low scores from customers who declined a call to the monthly feedback report

  2. Step 2, AI

    Finds the customer in Salesforce and pulls the contract, recent visits and open cases

    Needs to know: Contract and visit history

    In Salesforce

  3. Step 3, AI

    Creates a call-back case for the branch manager, with a short brief and a 48-hour deadline

    Needs to know: Branch manager by site, Call-back deadline

    In Salesforce

  4. Step 4, AI

    Emails the customer, as an automated assistant, to say who will call and by when

    Needs to know: Approved email wording

    In Outlook

  5. Step 5, AI

    Reminds the branch manager on Teams if the call is still pending halfway to the deadline

    Needs to know: Reminder and escalation times

    In Microsoft Teams , Salesforce

    Exception to step 5

    Alerts the regional service head if the case is still open as the deadline nears

  6. Step 6, Person

    Calls the customer, agrees the fix and logs what was promised in the case

    In Salesforce

What stays with a person

  • Calls the customer, agrees the fix and logs what was promised in the case

Apps in this example

  • Qualtrics
  • Salesforce
  • Outlook
  • Microsoft Teams

The same flow works with the apps you use.

This fits you if

  • You survey customers after service visits, installations or deliveries
  • More than 50 responses a month come with a low score
  • Low scores reach your branches as a weekly list or spreadsheet
  • Customer contracts and service cases sit in Salesforce

What to watch for

  • The survey asks whether you may call about the feedback, and call-backs go only to customers who say yes. The rest go into the monthly feedback report
  • The brief goes to the branch manager and the regional head. Feedback shared in wider reports has names and phone numbers removed
  • Credits, free visits and contract changes stay with the branch manager. The email to the customer says only who will call and by when
  • Your team decides how the 48 hours count across Sundays and holidays, and keeps the list of which manager covers which site up to date

Read more

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