Using Salesforce to build a hair assessment questionnaire with a completion rate of over 95%

Jovica Turcinovic Categories: Business Insights, Case Studies Date 26-Apr-2021 2 minute to read

A renowned healthcare company hired us to help them implement a hair assessment questionnaire. We used Salesforce Marketing Cloud to develop software that provides end users personalized insights and product recommendations.

Salesforce Marketing Cloud Case Study

    Our client is an international healthcare industry leader with well-established clinics around the globe. Their clients love them because they offer custom-tailored experiences and supply them with hair care products that improve optimal hair health. All products are designed specifically for users’ specific requirements. So far, they have helped more than 120k people solve their hair care challenges.

    The challenge: Creating a questionnaire within a strictly defined deadline

    The goal of the project was to develop a unique questionnaire with rules that would ultimately create a dynamic result page. Based on the answers and active rules, the user is provided with product recommendations, explanations, suggestions, and more personalized information about hair health care.

    In parallel with developing a project that would meet the client's unique request, our solution had to be flexible to add more rules, questions, options, languages, and other items since they operate in different markets worldwide.

    All the collected data had to be transferred to Salesforce. The deadline for the project was fixed as our client had already planned to promote the questionnaire on a popular TV show.

    The team: Expert engineers as the client’s Salesforce powerhouse

    The client was looking for a technical partner with strong Salesforce expertise and profound experience in the HealthTech ecosystem. To help them achieve the desired results, we provided them with a strong team of Salesforce Marketing Cloud developers and front-end developers.

    The solution: Flexible software, developed to scale when needed

    The first task was to transfer the collected data to the Salesforce service cloud.

    Our engineers designed the architecture and the data models keeping in mind the client’s requirements — a platform that can be smoothly integrated with their Shopify website. Scalable software that can be further extended and adapted as their demands change. Most importantly, they wanted it to provide excellent user experiences across all platforms. For example, the system allows users to save the questionnaire and continue using it later.

    The landing page was created as a single-page application where we implemented session management. In addition to the Questionnaire SPA, we implemented an additional secured rest API responsible for data manipulation.

    The results: A 95% completion rate

    The launch of the questionnaire was successful and delivered on time, which resulted in an increased number of new prospects and buyers. The completion rate of the questionnaire was more than 95%. The average time to complete the survey was 10 minutes, which is often considered an optimal survey length.

    The client recognized more opportunities to automate their existing processes and help doctors track the hair health care process more efficiently. That would be a part of phase two of the project scope.

    This introduction of a detailed questionnaire increased the client’s revenue and positioned the brand as one of the leaders in the industry.

    The tech stack:

    • The Cloud Page from Salesforce Marketing Cloud for the landing page
    • A secured rest API Cloud Page for retrieving and storing the data to the Data Expansion and for data propagation to the Salesforce Sales Cloud.
    • The AMP script for the implementation of the Rest API.
    • The data extensions model – designed specifically for the scope of the project.