Overview

Encompass-CX is a relationship intelligence platform for B2B account teams that measures how strong a company’s relationship is with each individual buyer inside its key accounts, instead of reducing an account to one would-you-recommend score. It started as a hands-on assessment method run by The Brookeside Group, which was slow to deliver and produced only a periodic snapshot. Bacancy Technology’s RPA consulting services turned that method into a cycle that runs on its own schedule: buyer surveys go out in waves with reminders, every relationship is scored on the proprietary SEQ model alongside NPS and a loyalty tier, results are benchmarked against industry norms and enriched by AI with summaries, risk warnings and action plans, then rendered into dashboards and PowerPoint, PDF and Excel reports and synced back to Salesforce. The platform was rebuilt along the way to run 5x faster, with its timeout errors eliminated. Account teams now see which relationships are weakening while there is still time to act, and every score arrives with a specific coaching step attached.

Technologies Used

OpenAI GPT-4o
AWS S3
python
PostgreSQL
AWS Comprehend
Salesforce

Project Highlights

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Rebuilt a hands-on consulting assessment as an always-on relationship intelligence platform built on RPA principles

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Replaced the Qualtrics integration with a native survey builder, scheduled survey waves and automated reminders.

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Rebuilt the platform to run 5x faster and successfully eliminated the timeout errors users were previously hitting.

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Embedded GPT-4o and AWS Comprehend for summaries, risk warnings, action plans and sentiment analysis.

The Challenges

1

Relationship strength was measured through a consulting engagement that took real effort to run and produced a snapshot at a single point in time. Between assessments nothing was measured, so a buyer could drift from trusted to transactional with nobody noticing until the next round came. The method worked. The delivery model was what limited how often an account could be checked.

2

Survey collection, the step every assessment cycle depends on, ran entirely through a Qualtrics integration. The single most important data capture step in the whole product sat on a third-party tool the platform did not control. That limited the features available for multi-buyer survey waves and reminders and tied reliability to a system sitting well outside the reach of the engineering team.

3

The existing platform was slow and prone to timeout errors. For a product whose entire value rests on account teams fully trusting the numbers in front of them, a dashboard that stalls or a request that never returns does more than simply irritate the people using it. It gives them a good reason to seriously doubt the scores along with the software carrying them.

4

A relationship score on its own does not tell an account manager what to do next. Turning buyer ratings and free-text comments into specific guidance had always been hands-on consulting work, and automating it meant passing confidential buyer feedback through a language model, which demanded prompts configurable per client and guardrails strict enough to keep client names well away from the model.

Solutions by Bacancy

1

Bacancy Technology’s RPA consulting services team treated the consulting method as the process to automate and rebuilt it as a repeating cycle. A team sets up clients, accounts and buyer contacts once. Each wave then flows through scoring on six SEQ dimensions of Integrity, Competency, Recognition, Proactivity, Savvy and Chemistry, alongside NPS and a loyalty tier running from antagonistic through transactional and predisposed to trusted. Results are then benchmarked against industry norms, surfaced in dashboards and synced back to Salesforce, and the next wave restarts the RPA cycle.

2

Bacancy Technology replaced the Qualtrics integration with a survey builder native to the platform, which put survey design, wave scheduling and reminder logic back under the product’s own control with far less manual oversight where it belonged. Surveys now go out to buyers in scheduled waves with automated reminders behind them, buyer ratings and free-text feedback land directly in the scoring model without a manual export step, and the entire intake runs as one workflow automation path rather than a hand-off between two systems that had to be watched and corrected by hand.

3

Bacancy Technology’s Python development team rebuilt the platform for both speed and stability. It now runs 5x faster, and the timeout errors users had been hitting are gone entirely. That matters more here than it would elsewhere, because each survey wave feeds scoring, then AI enrichment, then dashboards and reporting in turn, so any one slow step ends up delaying every step behind it. The rebuild is what made running the platform wave after wave, across every account a team holds, far more practical and consistently manageable for account teams rather than genuinely painful.

4

Bacancy Technology built the AI layer on OpenAI GPT-4o through a per-client prompt system that writes feedback summaries, 90-day action plans and report narratives, tags open-text comments, and assigns loyalty tiers. It also powers Risk AI for early warning on weak relationships and Expansion AI for upsell playbooks, both supporting web-augmented answers. Client-name redaction and rate limiting sit ahead of the model, and AWS Comprehend runs sentiment and language detection on every response. This AI automation layer turns each score into a coaching step managers can act on.

Core Features

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Client, account and buyer contact setup with a native survey builder, scheduled survey waves across accounts and automated timely reminders

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SEQ relationship scoring across six buyer dimensions with NPS, loyalty tiers and percentile benchmarks measured against published industry norms

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Dashboards with scatter plots and trend views, guided coaching tactics, downloadable playbooks and auto-generated PowerPoint, PDF and Excel reports

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CX-Hub AI chat agent, notifications, messaging and Salesforce sync, secured with robust role-based access, MFA, SAML SSO and data-privacy controls

No. of Resource

5

No. of Resource

Time Frame

July 2024 - Ongoing

Time Frame

Project Snapshot

Encompass-CX-Automated Relationship Intelligence Platform

Outcomes

5x faster platform performance after the rebuild, with the previous timeout errors eliminated

1 continuous survey cycle replaced periodic consulting snapshots, flagging at-risk accounts every wave

1 native survey builder replaced Qualtrics, bringing design, scheduled waves and reminders in-house

7 GPT-4o capabilities built on per-client prompts, from 90-day action plans to Risk AI tools

100% of buyer responses pass through AWS Comprehend for sentiment and language detection

3 report formats, PowerPoint, PDF and Excel, generated automatically from scored survey results

Technical Stack

Backend Python
Frontend JavaScript
Database PostgreSQL
File Storage AWS S3
AI Model OpenAI GPT-4o
NLP & Sentiment AWS Comprehend
AI Guardrails Client-name redactionRate limiting Per-client prompt configuration
CRM Integration Salesforce
Survey Engine Native survey builderScheduled wavesAutomated reminders
RPA and Process Automation Survey wave scheduling Reminder automationAutomated scoring and tieringReport generationCRM write-back
Reporting PowerPoint PDFExcel
Security Role-based accessMFA SAML SSOData-privacy controls

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