Transforming Customer Feedback with SurveyVista: A Reach Healthcare Case Study
Reach Healthcare uses SurveyVista to power its Happy Mama program.
Client data is captured directly in Salesforce.
Faster insights, better care, and broader nonprofit impact.
Most people take SurveyVista, or any other survey tool, as just for surveys. But this is actually beyond that. We proved that we can use surveys in different approaches, in different ways. It’s not just for surveys—it’s about people and processes.
Reach Healthcare Solutions specializes in providing care services to children, young people, and adults across various community settings. Their mission is to promote independence while maintaining dignity and quality of life for their clients. They collaborate with services ranging from Social Care and Clinical Commissioning Groups to private clients.
Reach Healthcare is to improve the overall experience of healthcare for patients and providers and offer innovative cost-effective solutions for delivering better health outcomes for payor organizations. Their Happy Mama program, which is an award winning, nationally recognized, program that provides doula services. And for which they use Survey Vista Surveys/Forms to collect Data (not a feedback Form) from Clients so they can analyze client responses and provide them the right services they need on time.
Business Challenge
Reach Healthcare, a leader in digital health services, was struggling with an inefficient customer feedback process. Their existing system lacked flexibility, making it difficult to collect, integrate, understand, and act on insights effectively. Some of the key challenges included:
Scattered Data: Customer feedback was siloed, making it difficult to integrate with other key customer information.
Lack of Real-Time Insights: Without a centralized platform, tracking trends and acting on feedback was slow and cumbersome.
Compliance and Security Concerns: Handling sensitive data, including HIPAA-compliant information, required a secure solution.
Limited Use Cases: The existing tools were perceived as simple survey platforms, limiting their ability to support broader organizational needs, including nonprofit survey initiatives.
Manual Follow-Ups: Identifying and responding to customer concerns required significant manual effort, leading to inefficiencies.
The Solution: SurveyVista
To overcome these challenges, Reach Healthcare turned to SurveyVista, a native Salesforce application designed to streamline customer feedback processes. SurveyVista provided:
Seamless Integration with Salesforce: All feedback data, including nonprofit survey responses, is captured and housed within Salesforce, ensuring easy access and alignment with other customer data.
Flexible Survey Builder: A dynamic tool that supports a wide variety of survey formats, from traditional questionnaires to digital forms with electronic signatures, payment processing, and nonprofit forms for donations or volunteer applications.
Robust Security and Compliance: As a native Salesforce application, SurveyVista ensures that sensitive data remains within the CRM, meeting all compliance requirements.
Automated Insights and Actions: The platform enables automated follow-ups based on responses, such as generating case records for low scores or routing positive feedback to marketing for testimonials.
Scalability Across Teams: Reach Healthcare leveraged SurveyVista not just for surveys but as a powerful tool for process optimization across multiple departments, such as hosting nonprofit forms for event registration, volunteer sign-ups, and donor engagement.
The Results
Since implementing SurveyVista, Reach Healthcare has seen significant improvements in its customer feedback processes:
Enhanced Data Visibility: All customer feedback, including nonprofit survey responses, is now automatically centralized within Salesforce, allowing for real-time tracking and reporting.
Scalable and Cost-Effective: The flexible survey builder has allowed Reach Healthcare to expand its use cases without additional investment in separate tools, such as nonprofit forms for fundraising and community outreach.
Higher Engagement: Custom survey experiences with engaging formats have increased response rates and provided richer insights.
Strong Support and Community: SurveyVista’s dedicated support team has played a crucial role in ensuring a smooth transition and ongoing success.
By leveraging SurveyVista’s full capabilities, Reach Healthcare has transformed its customer feedback approach, enabling a more responsive, data-driven, and secure system that enhances both internal efficiency and customer satisfaction.
About SurveyVista
SurveyVista is a 100% native Salesforce feedback management and data collection solution that empowers businesses to seamlessly collect, integrate, understand, and act on feedback across the customer, partner, and employee lifecycle.
One Product, Endless Applications: Surveys, Forms, Assessments, Landing Pages, Quizzes, and Checklists.
Effortlessly Enhance Experiences: Elevate customer, employee, and partner experiences with intuitive, automated surveys and forms.
Drive Efficiency and Savings: Real-time, no-code Salesforce integration with automated data mapping ensures unified data, providing teams with critical feedback where it matters most.
Gain Insights, Drive Results: Leverage AI-powered analytics and CRM data to reveal patterns, trends, and sentiment. Turn feedback into meaningful actions that drive better experiences, optimize operations, and accelerate growth.
Trusted by For-Profit and Non-Profit Organizations Worldwide: The most 5-star rated survey and form app on the AppExchange, SurveyVista supports diverse use cases such as CSAT, CES, NPS, VoC, grant application tracking and approval, volunteer engagement, and program impact assessments.
