Case Study: Box achieves a 360º view of the customer journey with SurveyMonkey Enterprise

With Customer Powered Data, Box enables every employee to focus on customer success

Box, the cloud content management company, shifted in 2018 to an intense customer-centric strategy and quickly ran into a data problem: customer feedback lived in multiple siloed survey tools across teams, access was inconsistent, and there was no single source of truth to understand who was being surveyed or how customers were faring.

Box standardized on SurveyMonkey Enterprise to create an integrated customer data flow. Using enterprise features, direct API access and integrations with Salesforce, Slack and Zendesk, Box connected feedback to its data warehouse and analytics, giving Customer Success, Sales and executives a 360° view of customer health — reportable, sliceable insights that improved visibility, control and cross-team alignment.

Box

Jon Herstein

SVP Customer Success