TABLE OF CONTENTS



Benefits of a CustomerGauge Custom Integration

A custom integration between SAP C4C and CustomerGauge provides organisations with the flexibility to design a customer feedback programme that aligns with their business processes rather than being limited to predefined integration scenarios. This provides greater flexibility, richer business insights and a scalable foundation for expanding customer experience initiatives as business needs evolve.

Key Benefits


Benefit

Description

Business-driven survey triggers 

Surveys can be triggered from any SAP C4C business event, including Service Tickets, Opportunities, Visits, custom objects or bespoke workflows.

Business-driven survey triggers -  Flexible data mapping

Standard and custom SAP C4C fields can be passed to CustomerGauge, providing richer customer context and enabling more meaningful analysis and reporting.

Purpose-built for B2B customer experience

CustomerGauge is designed around Accounts, Contacts and Touchpoints, making it well suited for B2B organisations that require account-level NPS, relationship surveys and customer health monitoring.

Advanced closed-loop feedback

Survey responses can automatically initiate follow-up activities in SAP C4C, such as creating tasks, notifying account managers or triggering customer recovery processes based on business-defined rules.

Greater control of the integration

Organisations have full control over the integration logic, including survey eligibility, timing, API mappings, duplicate prevention, error handling and response processing.

Scalable architecture 

SAP Integration Suite acts as a central integration layer, making it easier to extend the solution to additional SAP or third-party applications without redesigning the integration.

Future-proof design

New survey touchpoints, additional SAP business objects and evolving business requirements can be incorporated through configuration and integration enhancements, reducing reliance on vendor-specific packaged functionality.



Technical Setup


1. Configure the survey trigger in SAP C4C

Configure a workflow or business rule in SAP C4C to determine when a customer survey should be sent. Typical triggers include:

  • Service Ticket completed

  • Service Request closed

  • Opportunity won

  • Visit completed

The SAP workflow identifies the customer, contact and business transaction associated with the survey.

It is also recommended to add fields in SAP C4C such as:

  • Survey Sent Date/Data Pull Flag


2. Pass the SAP data to SAP Integration Suite

When the business event occurs, SAP C4C passes the transaction reference to an integration flow, known as an iFlow, in SAP Integration Suite.

The iFlow retrieves the required information from SAP C4C using its OData APIs, including:

  • Customer or Account ID

  • Contact name

  • Email address or telephone number

  • Ticket, Opportunity or Visit ID

  • Transaction date

  • Language and country

  • Account manager

  • Survey type

  • Any custom reporting fields

SAP Integration Suite validates the information and maps it into the data structure required by CustomerGauge.


3. SAP Integration Suite creates the survey invitation in CustomerGauge

SAP Integration Suite connects to CustomerGauge using the CustomerGauge REST APIs or Incoming Webhooks.

  • Multi-Object API: Creates or updates the Account and Contact and creates the survey invitation in one request. Authentication through OAuth2 Client Credentials with 1-hour valid access token.

  • Multi-Object Incoming Webhook: Creates or updates the Account and Contact and creates the survey invitation in one request. Authentication through Basic Authentication.

The SAP iFlow sends information such as:

  • SAP Account ID

  • SAP Contact ID

  • Customer email address

  • Ticket or transaction ID

  • Transaction date

  • Survey campaign

  • Locale

  • Country

  • Customer segment

  • Account manager

In both cases, an Inbound Mapping must first be configured in CustomerGauge. This mapping tells CustomerGauge how each field received from SAP should be stored. CustomerGauge requires an Inbound Mapping reference when using its record APIs.

REST API Authentication
The integration authenticates with CustomerGauge using OAuth 2.0. The SAP iFlow obtains an Access Token and uses it when calling the CustomerGauge API. CustomerGauge access tokens are time-limited, so SAP Integration Suite should automatically request and refresh them.

The Access Token is valid for 60 minutes, after which a new one can be acquired. Integrations should store and reuse the Access Token, and avoid requesting a new access token with every API request. The Incoming Webhook does not have this requirement. More on this can be found in our API Fair Use Policy.

Incoming Webhook Authentication
Incoming Webhooks authenticate using Basic Authentication. When setting up an Incoming Webhook, a dedicated Webhook URL, Username, and Password get generated. The username and password must be base64-encoded and sent through the Authorization header.

4. CustomerGauge sends and manages the survey

Once CustomerGauge receives the survey record, it applies the rules configured in its Campaign Suite to send out the invite.

CustomerGauge then manages:

  • The survey invitation email

  • The personalized survey link

  • Campaign selection

  • Sending schedule or delay

  • Reminder emails

  • Delivery status

  • Bounce handling

  • Unsubscribe rules

  • Survey response collection

The CustomerGauge Survey API creates a survey invitation and follows the campaign rules configured in CustomerGauge.

The customer completes the survey through a personalised CustomerGauge link. The SAP identifiers, such as the Ticket ID, Account ID and Contact ID, should be passed as mapped fields so the response can later be linked to the correct SAP C4C record.


5. Return the CustomerGauge results to SAP C4C

When the customer submits the survey, CustomerGauge can send the response to an endpoint in SAP Integration Suite using an Outgoing Webhook.

The notification should include identifiers such as:

  • CustomerGauge response ID

  • SAP Ticket or Opportunity ID

  • SAP Account ID

  • SAP Contact ID

  • Response date

  • NPS, CSAT or CES score

  • Customer comments

  • Drivers

CustomerGauge supports outgoing webhooks for sending survey-response information to another system in real time. 

SAP Integration Suite then maps the response back to SAP C4C and updates the original business object through the SAP C4C OData API.

Typical information written back into SAP C4C includes:

  • Survey sent status

  • Survey completed status

  • Response date

  • NPS score

  • Customer comment

  • CustomerGauge record ID

  • Follow-up required

  • Closed-loop case status

This allows SAP C4C users to see the customer feedback directly against the relevant Service Ticket, Opportunity, Visit or Customer record.


Overall Integration Flow

Business event occurs in SAP C4C

                ↓

SAP C4C workflow triggers the integration

                ↓

SAP Integration Suite retrieves data through OData

                ↓

SAP Integration Suite calls the CustomerGauge API

                ↓

CustomerGauge creates the contact and survey invitation

                ↓

CustomerGauge sends and manages the survey

                ↓

Customer completes the survey

                ↓

CustomerGauge sends an outgoing webhook

                ↓

SAP Integration Suite updates SAP C4C through OData


Responsibilities of Each System

SAP C4C

  • Defines when the survey should be triggered

  • Provides the customer and transaction information

  • Stores the survey status and results

  • Presents customer feedback to SAP users

SAP Integration Suite

  • Connects SAP C4C and CustomerGauge

  • Retrieves SAP data using OData APIs

  • Maps SAP fields to CustomerGauge fields

  • Manages API authentication

  • Prevents duplicate survey requests

  • Handles errors, retries and monitoring

  • Maps responses back into SAP C4C

CustomerGauge

  • Stores or updates Accounts and Contacts

  • Creates the survey invitation

  • Sends the survey email

  • Manages reminders and delivery tracking

  • Collects the customer response

  • Sends response information back through a webhook

The recommended architecture is therefore:

SAP C4C

    → SAP Integration Suite

    → CustomerGauge REST API

    → CustomerGauge sends survey

    → CustomerGauge outgoing webhook

    → SAP Integration Suite

    → SAP C4C OData API