To demonstrate their commitment to customer service, Toll Brothers would strive to send out customer feedback surveys following the settlement closings for each of their properties.
Trifecta automated the customer survey process by building a custom application solution in Salesforce, integrated with Toll’s proprietary database.
Settlement dates entered in the system would trigger a notification to the appropriate Toll employees as well as an email with a link to the survey. We designed and leveraged a custom HTML template in Salesforce, streamlining the survey process. It allows clients to take the survey at a time that is convenient for them, skip questions that may not apply to their unique situation, and craft thoughtful responses.
The Toll Brothers’ surveying process is now modernized, reducing inefficiencies.
Their reps spend less time calling customers to collect survey responses, yet Toll is now able to capture more data than ever. Customer responses are automatically input to Salesforce, where service teams and Toll executives can view results via custom dashboards and quickly create reports to track success.
