Customer Relationship Management (CRM)Purpose
1.2. Reduce manual survey dispatch workload, improve response rates, and accelerate decision-making using data-driven customer insights specific to the airport shuttle experience.
Trigger Conditions
2.2. Customer checked out or ticket scanned at drop-off point.
2.3. Elapsed time since last survey sent to the same user (e.g., prevent survey fatigue).
2.4. Exception service event logged (e.g., late arrival or passenger complaint triggers different survey template).
Platform Variants
• Feature/Setting: API — Send SMS with survey link; Configure with ride completion webhook, recipient mobile, and message template.
3.2. SendGrid
• Feature/Setting: Mail Send API — Trigger templated email with embedded survey link upon booking status ‘completed’.
3.3. SurveyMonkey
• Feature/Setting: Webhooks—Auto-generate and dispatch unique survey links; API endpoint mapped for response data collection.
3.4. Typeform
• Feature/Setting: API — Create and distribute personalized survey forms post-service using passenger email or mobile.
3.5. Google Forms
• Feature/Setting: Apps Script API — Auto-create form links; Dispatch via CRM-integrated notifier (email/SMS).
3.6. HubSpot
• Feature/Setting: Workflows — Trigger email surveys from ride completion event in CRM; auto-log feedback in contact timeline.
3.7. Salesforce
• Feature/Setting: Process Builder/Flow — Schedule survey email task on shuttle service completion; store responses in custom object.
3.8. Zendesk
• Feature/Setting: Automation Rules — Send survey form link to user after ticket or service request is closed.
3.9. Mailchimp
• Feature/Setting: Email Automation — Configure post-ride automated sequence with survey template and audience segmentation.
3.10. Microsoft Power Automate
• Feature/Setting: Flows — Trigger survey dispatch via SMS/email based on booking system updates; integrate with Forms.
3.11. Freshdesk
• Feature/Setting: Automations — Email survey to requester after shuttle ticket resolved in support desk.
3.12. ActiveCampaign
• Feature/Setting: Automation Builder — Deploy post-ride survey campaign; update contact tags with feedback received.
3.13. Zoho CRM
• Feature/Setting: Workflow Rules/API — Send SMS or email survey on ride completion; capture survey data as lead notes.
3.14. Intercom
• Feature/Setting: Post-Event Message—Auto-send survey DM or email after shuttle ride logged in system.
3.15. Slack
• Feature/Setting: Incoming Webhooks—Notify operations team of new feedback submission; optionally DM survey reminder to drivers.
3.16. WhatsApp Business API
• Feature/Setting: Send Message endpoint — Dispatch survey invitation via WhatsApp post-ride.
3.17. Pabbly Connect
• Feature/Setting: Workflow Automation — Sync shuttle completions with survey dispatch via connected apps.
3.18. Airtable
• Feature/Setting: Automations — Trigger survey email/SMS when new ‘ride completed’ record appears; store survey results.
3.19. Calendly
• Feature/Setting: Workflow Invites — Send follow-up survey to invitee after scheduled shuttle pick-up/drop-off finishes.
3.20. SAP Customer Experience
• Feature/Setting: Surveys API — Schedule and trigger contextual survey based on service lifecycle events.
3.21. Qualtrics
• Feature/Setting: Event-Based Triggers — Deploy feedback surveys upon receiving shuttle completion callback from system.
3.22. Webex Teams
• Feature/Setting: Bots/Webhooks — Send survey forms in team space for immediate operational feedback logging.
Benefits
4.2. Accelerates root-cause detection for service lapses.
4.3. Frees staff time; reduces manual follow-up workload.
4.4. Enables data-driven enhancements and proactive corrections.
4.5. Powers omnichannel feedback reach—SMS, email, chat, app.
4.6. Fosters transparency and trust with real-time responsiveness.