Implementation Journey

We’re thrilled to have you on board!

After receiving your welcome email from your dedicated Staffino Project Manager (which also grants you full access to the Staffino Wisdom Hub), you’re ready to begin your implementation journey.
This guide outlines what you’ll provide and what Staffino will deliver at each step. Our goal is to ensure a smooth collaboration, clear expectations, and complete transparency, from setup to final testing before launch.

Each step below is tagged with who is responsible, so you’ll always know who does what.

1. Complete the Setup Document

Responsibility: Client
You’ll fill in the Setup Document with essential details like key organisational information, contact persons, communication preferences, and use case goals.

2. Build Your Organisational Structure

Responsibility: Staffino
Using the completed Setup Document, we’ll configure your organisation’s structure in the online platform to support feedback collection and reporting.

3. Draft the Surveys (Including Visuals)

Responsibility: Client
Create the first version of your customer feedback survey directly in the platform, including all questions and brand visuals.
An overview of all elements our surveys support can be found here, and in case you need guidance to create a new survey, we have your back.

4. Survey Review & Adjustments

Responsibility: Staffino
We’ll review your draft, making any necessary adjustments to ensure a smooth user experience, applying logic or flow conditions, and aligning it with industry best practices.

5. Create Feedback Request Templates (Email/SMS)

Responsibility: Client
Design the content and visuals for your outgoing feedback request messages. These will be used in email and/or SMS communications. If applicable, provide branded reminder messages for customers who haven’t responded.
More information about requesting templates can be found here.

6. Create Auto-Reply Templates (if Applicable)

Responsibility: Client
Draft auto-reply messages that will be automatically sent to customers upon submitting feedback.
Want to know more about auto-replies? Click here.

7. Configure Auto-Reply Conditions (if Applicable)

Responsibility: Client, Staffino
Client: Define the rules for auto-replies (included in the Setup Document).
Staffino: Implement the settings in the platform.
Auto-replies can be based on sentiment, score, topic, or other predefined conditions.

8. Define Data Structure

Responsibility: Client
Within the Setup Document, specify how your data will be structured for feedback collection, including customer identifiers, organisational mapping, and reporting attributes.
You can go through our predefined attributes library for a better understanding of the data structure.

9a. Configure Data Exchange—Using Staffino’s Standard Integration

Responsibility: Client, Staffino
Staffino: Setup of API endpoint or SFTP account.
Client: Prepare and send data regularly in the agreed format.

We support API or SFTP data transfer for automated delivery of feedback requests. More information about data source types can be found here.

9b. Configure Data Exchange—Using Custom Integration with Client System

Responsibility: Client, Staffino
Client: Provide documentation, access credentials, and tech support.
Staffino: Handle implementation based on your specs.

For clients with custom data systems, Staffino will adapt our integration based on your technical environment.

10. Configure Distribution Triggers & Delivery Settings

Responsibility: Client, Staffino
Client: Provide logic and requirements.
Staffino: Implement settings in the platform.

These settings define which survey is sent, which communication channel and template is used, when and under what conditions messages are triggered.
Details connected to triggers are available here.

11. Joint Testing

Responsibility: Client, Staffino
Together, we’ll run tests to ensure that your surveys display correctly, templates look great, data flows and auto-replies work, and everything is production-ready.

Once testing is successful, we’re ready to go live and start collecting valuable customer feedback.

Don’t worry if you have any questions regarding any of the above steps. Your dedicated Project Manager is here to help.