Transforming Customer Satisfaction: Ariane Systems’ Success with SurveyVista
Ariane Systems uses SurveyVista to automate CSAT feedback, enhance multilingual communication, and improve service delivery across regions.
Automated CSAT surveys after Sales, Deployment, and Support milestones.
Multilingual emails tailored by contact language and region.
Real-time CSAT scores updated directly in Salesforce.
SurveyVista has been a game changer for us. First, the technology is clear and powerful, easy to use, and extremely configurable to suit our demanding needs.
Second, the services provided by the teams are simply exceptional. Always willing to help, “yes” is the only word the teams know.
It is a pleasure working with such a great partner that can support our long term strategy, plus their product evolves regularly with new features and enhancements.
Ariane Systems is a global leader in self-service check-in/out solutions for the hospitality industry. With a strong presence across Europe, North America, and Asia, Ariane empowers hotels to deliver seamless guest experiences through smart technology and digital innovation.
Trusted by thousands of hotel properties in over 30 countries
Fully integrated with major hotel PMS systems for real-time data synchronization and operational efficiency
Focused on enhancing guest satisfaction, boosting operational efficiency, and enabling contactless experiences
Offers modular, scalable solutions tailored to both hotel brands and independent operators
Business Challenge
As Ariane Systems expanded its reach across international markets, it became critical to streamline and modernize how customer satisfaction was measured post-sale, during deployment, and after support interactions. Existing feedback processes faced several limitations:
Fragmented Survey Management: Different departments (Sales, Deployment, Support) lacked a unified mechanism to collect and analyze post-interaction feedback.
Manual Follow-Ups: Reminder emails and response tracking were inconsistent, lowering survey response rates.
Language Barriers: Serving clients across multiple regions required multilingual survey and email capabilities — something the current tool couldn’t support effectively.
Inconsistent Scoring and Reporting: There was no unified way to track CSAT trends across regions or service lines.
Lack of Visibility: Departments had limited insight into how customers perceived their service quality, especially across subsidiaries.
Ariane needed a scalable, multilingual, and automated feedback system that could be embedded into its existing Salesforce environment—enabling timely, accurate, and actionable insights across all customer-facing teams.
The Solution: A Unified Feedback System with SurveyVista
To address its fragmented and manual feedback processes, Ariane implemented SurveyVista, a 100% native and multilingual Salesforce Solution, to enable seamless feedback collection and reporting across all stages of the customer journey.
Key solution components included:
Automated Multi-Step Survey Distribution
Surveys are triggered automatically based on predefined Salesforce conditions without any manual intervention (e.g., Opportunity Closed, Case Closed, Go-Live Date) with built-in scheduling flexibility. Each department Sales, Deployment, and Support, uses tailored triggers and audience targeting logic.
Time-based survey triggering (e.g., 2 days post-close, 1 week post go-live)
Reminders are automatically sent after 7 days, if no response is received
Multilingual Email Templates and Surveys
SurveyVista supports dynamic language detection based on Contact or Account preferences. Email templates and surveys are translated and automatically assigned in French, German, or English.
Dynamic language selection driven by Account subsidiary or Contact preference
Unified branding across templates for consistent communication
Real-Time Feedback & Scoring
SurveyVista writes survey responses directly into Salesforce, instantly updating CSAT metrics across key objects:
Latest and average scores by object (e.g., Sales CSAT, Deployment CSAT, Support CSAT)
Department level CSAT and combined scores are calculated automatically (e.g., Opportunity-wide CSAT = Average of Sales + Deployment CSAT)
The Results
Transforming Resource Feedback into a Scalable, Centralized System
Since implementing SurveyVista, Ariane Systems has experienced a significant transformation in how it gathers, tracks, and acts on customer satisfaction data:
Enhanced Data Visibility: All survey responses—whether from Sales, Deployment, or Support—are now automatically recorded within Salesforce, offering real-time visibility across accounts, opportunities, contacts, and cases.
Automated, Timely Feedback Loops: By automating survey assignments and reminders, Ariane collects feedback without manual intervention, reducing delays, increasing consistency, and boosting the response rate.
Scalable, Centralized Feedback System: SurveyVista’s flexible configuration has enabled Ariane to manage surveys across multiple departments, languages, and regions—all from a single Salesforce native system.
Higher Engagement & Response Rates: Personalized, Language-specific email templates have led to increased response rates and richer, more actionable insights.
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.
