Kameleon's VitoSurveys premiere at the BIZIT conference

Kameleon Solutions once again supported BIZIT, the region's most prominent business IT conference. The event, which was held on November 6 and 7, 2024, at the Metropol Hotel in Belgrade, was under the slogan Biznis MozAIk.

On the first day of the conference, our Marketing Manager, Una Kostandinović, shared valuable insights and answered common questions about CRM and Salesforce solutions. On the second day, our CEO, Igor Jovanovski, discussed the Customer360 platform and the importance of customer feedback to better understand client needs. During his presentation, he unveiled a new Kameleon innovation – the VitoSurveys survey management tool.

Is Salesforce just a sales tool? Debunking common myths

In her session titled Debunking CRM myths and misconceptions, Una addressed some of the most frequently asked questions about CRM, with a particular focus on Salesforce.

The session began with some intriguing statistics: globally, there are over 600 CRM vendors, and Salesforce has been the #1 CRM solution in the world for 11 consecutive years. The CRM market is currently valued at approximately $90 billion and is projected to grow by around 10% annually, reaching an estimated $145 billion by 2029.

Una enriched her presentation with numerous success stories from Kameleon Solutions’ projects. Highlighting the ability to utilize both off-the-shelf and custom solutions, she shared an example of implementing Salesforce Service Cloud for Generali Insurance Serbia.

One of the biggest misconceptions is that Salesforce is only a sales tool. Una debunked this myth by showcasing the versatility of the Salesforce platform and presenting a project where Kameleon developed various custom Salesforce solutions for the Australian company Westkon.

Additionally, the audience learned about Kameleon Solutions’ workflow—from planning to phased project execution—illustrated through the implementation of Salesforce Sales Cloud for Generali Insurance Serbia.

Finally, Una addressed the frequently asked question about the costs of implementing Salesforce solutions. She emphasized the importance of Return on Investment (ROI) and shared an example of BetKing, a large iGaming company in Nigeria, which recouped its entire investment in just 10 months.

Meet VitoSurveys!

On the second day of the conference, our CEO, Igor Jovanovski, delivered a presentation titled Customer360: Enhancing customer profiles in CRM through survey management.

Igor began by emphasizing the importance of the Customer360 platform and demonstrating what a customer profile looks like in practice for both B2C and B2B segments. Thanks to Customer360, all customer data—whether from sales, marketing, customer support, e-commerce platforms, or apps—can be integrated in one place. This data includes contact information, communication history, sales opportunities, tickets, marketing campaigns, and much more, enabling detailed and centralized tracking.

With a premium CRM, these profiles can be further enriched.

The first step in enriching these profiles is communication with the customer. Customer360 allows businesses to view a timeline that shows the entire communication history—meetings, emails, messages, internal tasks—as well as what needs to be done or should have been done, ensuring Salesforce users know their priorities.

From a sales perspective, Customer360 integrates information about sales opportunities, quotes, orders, contracts, invoices, and payments, providing sales teams with a comprehensive view of their customer interactions. For customer support, it offers insight into tickets, work orders, chat transcripts, and call notes. Marketing teams can track campaign data and collected leads, while the e-commerce sector benefits from details about order histories, completed purchases, and product returns.

But something is missing!

What’s missing is customer feedback—valuable input that allows companies to fully understand their clients’ needs and expectations.

VitoSurveys: A tool to help you better understand your clients

Why is customer feedback so important? Because it lets you see your client from the right perspective.

Feedback provides valuable insights into the customer experience and is a key element in business improvement. However, while many companies collect data from clients, they often struggle to utilize it effectively.

Timely action on feedback is essential. For instance, if a customer expresses dissatisfaction with support through a survey, all departments—from marketing to sales—should work together to resolve the issue.

The key is cross-team collaboration to quickly and effectively enhance customer experiences.

Understanding this need, Kameleon Solutions developed VitoSurveys—a tool for creating and managing surveys, designed to help companies collect and analyze feedback across all areas of their business.

Currently integrated with Salesforce CRM, VitoSurveys is set to expand with connectors for integration with other business systems. This enables companies to ask the right questions, receive the right answers, and transform feedback into actionable insights that improve customer experiences and business outcomes.

This solution represents a significant step forward in modernizing feedback management and reaffirms Kameleon Solutions’ commitment to innovation and providing top-tier tools for its clients.

The origin of VitoSurveys

The story of VitoSurveys began in 2020 when one of our major clients expressed the need for a powerful and customizable survey management tool. Unsatisfied with the limitations of existing solutions on the market, the client sought a tailored solution to meet their unique requirements.

Kameleon Solutions recognized this opportunity and created VitoSurveys as a customized solution. Since then, the tool has evolved through implementations for various clients, with continuous development of new modules and features to meet the specific needs of our partners.

VitoSurveys features tailored to client needs

The development of VitoSurveys has enabled the implementation of numerous features, including:

• Multi-brand capability – customization for companies managing multiple brands
• Multi-channel capability – use of surveys across various channels (email, SMS, apps, etc.)
• Integration of user data and responses – merging survey responses with existing customer profiles in CRM systems
• Multi-language support – creating surveys in multiple languages for global operations
• Journey logic – adapting user experiences based on feedback (e.g., automatic progression to next steps based on responses)
• Survey builder and designer – an intuitive tool for creating and customizing surveys to meet user needs.

Today, VitoSurveys is not just a survey management tool—it’s a powerful solution for collecting feedback, improving customer experiences, and making strategic business decisions.