First American SMS - Distribution Process Automation

Case Study : First American SMS

Client

First American SMS has served the settlement industry since 1974. First American SMS has a proven track record for responding to the automation initiatives of the settlement industry by delivering state-of-the-art software, services and support that easily adapt to changing market demands. As a member of The First American Family of Companies (NYSE:FAF), First American SMS is closely linked to the nation's leading provider of business information.

We collect and analyze customer feedback on a daily basis. The feedback survey is sent when a case for a particular customer is closed. This process was manual and we needed an efficient automated solution. QuestionPro provided us with the infrastructure to setup the feedback survey, collect data and analyze the collected data. However, they did not have a mechanism to automatically send the feedback when a case was closed. QuestionPro custom developed an automation solution for us. We can now simply email a file containing the email addresses (and other related information) of customers whose cases have been closed. The file is automatically processed and feedback surveys are distributed to the email addresses in the file.

Patrick Schultz, Vice President, First American SMS

Challenge

First American SMS collects and analyzes customer feedback on a daily basis. The feedback survey is sent when a case for a particular customer is closed. This process was manual and an efficient automated solution was needed. The manual process involved collecting the information about a case (i.e. representative who closed the case, case number, customers email address etc), then uploading this information into QuestionPro and sending the feedback survey via the Address Book interface.

Solution

QuestionPro developed a custom solution to automate the distribution process of the feedback surveys. The solution provides a simple email interface such that the First American SMS administrators email an attached CSV (comma separated file) to a particular QuestionPro email address. The attached CSV file contains information about the various cases that were closed on that day. The QuestionPro engine periodically collects the emails, parses the attachments and uploads the parsed information. Once uploaded, the engine then distributes feedback surveys to the customers listed in the CSV file.

Result

The automated solution optimized the feedback survey distribution process by 50% and also reduced errors that sometimes occurred with manual distribution.