The Duke of Edinburgh – Customer Voice

Discover how the Duke of Edinburgh’s Awards streamlined Approved Activity Provider re-certification with automated Customer Voice surveys and seamless Dataverse integration.

A key piece of admin that the Duke of Edinburg Awards (DofE) need to perform regularly is to re-certify their Approved Activity Providers. This needs to be done twice a year. A Customer Voice survey was designed for their Approved Activity Providers (AAPs) to fill in, with the contact information then being stored in Dataverse. Obtaining these responses is essential so that the AAPs can retain their certifications. With that in mind, the out-the-box response tracking was identified as needing to be augmented with additional automated chases.

A custom entity within Dataverse is used as a contact. Users select a view within Dynamics and dispatch surveys out to them at the click of a single button. Saving the need to open Customer Voice.

Surveys are sent by a Power Automate Cloud Flow which uses an external setting to identify the survey to be sent. This allows users to control what they are sending without the need to update the Cloud Flow.

Relevant tables are stored in a custom Model Driven App, including Survey Invitations which allow users to see which surveys have been responded to. A series of Cloud Flows can be triggered to dispatch follow up emails to those who have not responded.

Company Information

DofE license and support a range of organisations including: schools, colleges, youth groups, young offender institutions, fostering agencies and hospitals to run DofE programmes for their young people and is proud to be part of The Duke of Edinburgh’s International Award Foundation which supports operators in more than 130 countries and territories to deliver DofE and increase opportunities for young people.

What Was Delivered

A custom Model Driven App was created containing relevant Customer Voice tables along with a custom contact record the surveys are to be sent to.

An environmental variable contains the name of the currently active Customer Voice survey. Users select a view on the custom contact table in Dynamics 365 and can dispatch the Customer Voice survey from the environmental variable to all of them by pressing a single button. This triggers a Power Automate Cloud Flow that generates a personalised link to the survey and sends it out to the contacts via an email.

The response data is then stored in the Dataverse to be reported on with PowerBI. A view in the Model Driven app shows Customer Voice Survey invitations that are awaiting responses and a series of Power Automate Cloud Flows running on manual triggers send out personalised chasing emails to contacts who have not responded after a set amount of time.

What The Client Said

“As our charity is 100% cloud-based, predominately built around the Dynamics and Office 365 family; we had to ensure seamless integration between Dynamics CRM and our bespoke eDofE platform. FormusPro have really helped us achieve our aims and objectives at every step of the project.”

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The Duke of Edinburgh – Customer Voice

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