How the Relokator processes run

A client is not asked both surveys within 30 days — the project survey takes priority and the campaign audience skips them.
Both processes are keyed on the same client companies, so a project score and the quarterly relationship score can be read side by side.
Value drivers are named identically in both, so a driver can be traced from one project up to the yearly picture.
Comments and future needs from either process land in the same Customer Feedback and Opportunities lists.

Flow A step by step — project close-out

1. The project arrives

Starts when: A project is registered in the CRM and given a Project ID.
Done by: Project manager (with the CRM import or live connection) · Seconds — type the Project ID

Produces

The project, its client company and the people listed on it
A close-out that is now waiting to be filled in

If it is skipped: Nothing downstream can be linked to the client or reported by company.

Look up a Project ID

2. The project manager completes the close-out

Starts when: The project reaches practical completion.
Done by: Project manager · 10–15 minutes

Produces

Services delivered, scores, on time / on budget, value drivers
Successes, challenges and improvements

If it is skipped: No lessons learned, no internal score for the delivery, and the client survey cannot be sent.

Close-outs waiting

3. Completing it fans out automatically

Starts when: The close-out is marked complete.
Done by: Automatic · Instant

Produces

Lessons Learned entries from the three written answers
A summary note queued for the CRM project
A client survey link, ready to send

If it is skipped: Saved as a draft only — nothing is passed on until it is marked complete.

Lessons Learned

4. The client answers the project survey

Starts when: The link is emailed to the client contact. No login, works on a phone.
Done by: Client contact (chased by the project manager) · 2–3 minutes for the client

Produces

Scores and comments, translated to English
Consent and a testimonial for References
A delivery statement for Tender Evidence
Stated future needs as Opportunities

If it is skipped: The delivery is scored internally only — no client voice, no references, no leads.

Customer Feedback

5. Drafts are approved and used

Starts when: Anything the client said arrives as a draft.
Done by: Marketing and the bid team · A few minutes per item

Produces

Published reference statements and stories
Approved tender evidence for proposals
Lessons taken into the next project's kick-off

If it is skipped: The material sits unused and cannot be quoted in a tender.

References

Flow B step by step — NPS campaign

1. Open the period

Starts when: The start of a quarter, or the yearly roll-up.
Done by: Sales / marketing · 2 minutes

Produces

A campaign for that year and period, in draft

If it is skipped: No comparable measurement exists for the period.

Survey Campaigns

2. Confirm the questions

Starts when: The campaign is created.
Done by: Sales / marketing · 5 minutes

Produces

The 12 standard questions, kept word-for-word so years stay comparable
Optional strategic questions about future value

If it is skipped: Results cannot be compared with 2025 or with earlier quarters.

3. Build the audience

Starts when: The questions are settled.
Done by: Sales, from CRM contacts · 10–20 minutes

Produces

A recipient list with language per person, trimmed and de-duplicated

If it is skipped: Either too few answers, or the wrong people are asked.

4. Sales review and approval

Starts when: The list is ready.
Done by: Sales lead — named on the campaign · One pass

Produces

Approval, and the reason anyone was removed

If it is skipped: Clients in a sensitive situation may be contacted at the wrong moment.

5. Launch and remind

Starts when: Approved, and the send date arrives.
Done by: Automatic once launched · Instant

Produces

A personal link per recipient
One reminder after the set number of days

If it is skipped: Response rate drops sharply — the reminder normally brings in a third of answers.

6. Read the results

Starts when: Answers come in.
Done by: Sales, management · Continuous

Produces

NPS, agreement score and per-question results against the KPI targets
Comments in Customer Feedback
Future needs and purchase likelihood as Opportunities

If it is skipped: The measurement is collected but never acted on.

NPS Dashboard

7. Close the period

Starts when: The response window ends.
Done by: Sales / marketing · 5 minutes

Produces

A locked baseline the next period is compared against

If it is skipped: Late answers keep moving a number that has already been reported.

Who does what

Project manager

Fills in the close-out at practical completion and sends the client survey link.

Close-Outs, Projects

Sales

Builds and approves the campaign audience, follows up promoters and new needs.

Survey Campaigns, Opportunities

Marketing and bid team

Approves reference statements and tender evidence, and uses them in proposals.

References, Tender Evidence

Administrator

Keeps the CRM data copy current and sends queued summaries back to the CRM.

CRM Integration

Rhythm through the year

At practical completion: The close-out is filled in — within two weeks of handover, while it is fresh.
Right after the close-out: The client survey link goes out, with one reminder a week later.
Every quarter: An NPS campaign runs across the client base.
Once a year: The full-year campaign is closed and becomes the baseline.
Monthly: Drafts in References, Lessons Learned and Tender Evidence are reviewed and published.