Company
Simplesat
Focus
Customer feedback management
Sector
Customer Service
Simplesat is a customer feedback management platform built to give users the insights they need to make real improvements to customer service, boost team morale, and generate more reviews.
They offer a wide range of web survey formats to collect feedback, including customer satisfaction, net promoter scores, customer effort scores and e-commerce-style survey ratings.
Their mission is to help their customers improve customer experiences through insightful data and meaningful interactions.
We chatted with Elliot Fox, Head of Customer Success at Simplesat about their usage of Cyclr and the impact it has had on their integration development.
Usage of Cyclr
Feedback collection is a major part of the Simplesat platform. In other words, the actual sending of surveys, collecting feedback and receiving data. Then the other big part of their platform is what customers can do with that data once they’ve got it.
This is where Cyclr comes in and when Simplesat fully leverages our embedded iPaaS.
It is at this point where their platform has the data that, by using Cyclr they can create native integrations to package and send the collected data to other solutions, third-party vendors and other software.
Integration Growth and Effects of Embedded iPaaS on Growth
Simplesat offers a variety of integrations for data collection purposes – whether it’s external email embedding or extracting data from Zendesk, Simplesat has the solution and it’s all achieved through Cyclr.
Additionally, the resulting data is used in diverse ways by their customers and Simplesat’s integrations handle that too.
Simplesat has a small Integration specialist team that manages their Cyclr integrations.
The wider Simplesat team is also well-versed in Cyclr thus enabling them to build their own integrations and support existing integrations.
So, for example, Simplesat’s support team makes use of the built-in logs to assist them in troubleshooting any errors that may occur. The support team’s familiarity with Cyclr means they can review step mappings to see if they can address the underlying issue without engaging the integrations and/or development teams.
Simplesat’s development team also makes use of Cyclr’s powerful Application Connector Creation Toolkit to establish connections with new platforms as and when required.
When Simplesat first began using Cyclr, the goal was to launch two new integrations to their suite of applications each month.
They added integrations that made sense for their product and those that had the greatest market potential in addition to building integrations that were specifically requested by prospects or customers.
The partnership between Simplesat and Cyclr now means that Simplesat never has to say No to a customer. Rather, they can “Yes, we can do that for you.” With over 600+ Cyclr pre-built (and maintained) connectors, integrations are ready to build upon request.
If the API Connector doesn’t already exist it’ll be built and the prospect or customer will have an API to test.
Then the integration can be launched and supported within a week or two. A period of some back and forth with the end user who is testing the integration follows. This is done typically to validate and make sure all is working properly.
Ultimately, Cyclr has sped up the prototyping process for Simplesat and added overall value to their product. Simplesat has found that so much more is now possible and they continue to keep their integrations free and accessible to all their users.
Results and Growth
Prior to using Cyclr, Simplesat had around 5 to 6 integrations available. Now their integrations page within their platform has grown, or in Elliot’s words “it’s exploded.”
For Simplesat’s development team, integrations were previously released on a quarterly basis, typically taking up to three months to fully validate a new integration and complete the authentication process.
Aside from the initial integration development, the maintenance and debugging overhead was a headache and frequently necessitated escalation to the development team resulting in them being distracted from core product development and significantly impacting product delivery times.
Now, with Cyclr, their integration specialist engineer can build and launch two or three integrations per month without having to call on the development team for assistance.
Simplesat’s marketing efforts have played a huge part in the company’s expansion and ongoing success in a competitive market.
Not only do they announce new integrations in their monthly marketing newsletter, they also regularly check if a particular API vendor has a marketplace to which they can be added and investigate mutually beneficial co-marketing opportunities to reach new audiences.
We were delighted to welcome Simplesat as a Cyclr Partner on a Startup Plan on one of our shared instances back in October 2021 and their success has continued to impress. By July 2022 their customer base had expanded to such an extent that they moved to our Growth Plan. Fast forward to April 2024 and Simplesat has moved to an Enterprise Plan on a fully customizable and scalable private infrastructure.
“Cyclr gives us the ability to never say no. Now, we always say, yeah, we can do that. We can build integrations quickly so we can satisfy client use cases and build solutions for them based on their feedback.
Our integrations page has grown a lot, rather it’s exploded and our usage of Cyclr will continue to grow! Hopefully, we can keep the same momentum of two new integrations per month.”
