Prior to using Clicktools, the process involved the hotels completing a Word document, printing it and then faxing it to the sales team. The data was manually entered into an Excel spreadsheet which was then uploaded into Salesforce to start the approval process. If the information provided by the hotel was not sufficient, incorrect or incomplete, the form was rejected and the hotel would begin the process all over again. Forms were faxed back and forth until all needed information was captured.
Clicktools they were outsourcing these surveys. Jeanne Abmayr, Relationship Marketing Manager explains, “We needed to bring our surveys in-house as the delay and time taken to manage and deploy them was proving prohibitive.
ICON periodically conducts surveys with medical doctors to determine feasibility and site suitability for upcoming clinical studies. Prior to using Clicktools, these surveys were done via telephone or through faxed questionnaires. This process was proving to be very costly and time consuming as several staff with foreign language skills needed to be hired - ICON operates with employees in 39 countries. Information gathered from the surveys had to be faxed back and forth between departments, then manually entered into a spreadsheet for analysis and tracking.
Experience at PBBI. “We’re sending out over 25,000 survey invitations a year, dispersed between 11 unique surveys. We really needed the ability to create and edit our own surveys and make changes on the fly.”
Prior to implementing Clicktools, the customer satisfaction program consisted of an outsourced telemarketing firm that called customers to complete a survey over the phone. This was an extremely costly and time consuming process.
With Clicktools smooth and seamless integration into Salesforce, S&P had implemented Clicktools within a matter of days. “We couldn’t believe that we had so little to do, and when we went live the automation of manual processes made a big difference to costs.”
Marketo, and Clicktools platforms together to collect, centralize, and act on job inquiries. Starting by creating a custom object in Salesforce to capture candidate data, they then built forms in Clicktools enabling potential hires to submit required information. These were strategically designed to progressively request information based on responses to other forms. Marketo was used to auto-respond to candidates with targeted email communications throughout the process. Because Clicktools automatically populated the custom object in Salesforce, they could easily segment candidates and create tasks to contact the most qualified candidates for open positions.
In 2010, Voices.com collected customer feedback using survey software that did not integrate with their CRM solution – Salesforce®. The solution served a basic purpose but created inefficiencies around centralizing and acting on customer feedback because the data was inaccessible beyond the solution itself and manual exports. When they learned that the software developer was soon to discontinue the technology, urgency arose to replace the outmoded application with something more sophisticated that of course integrated with Salesforce.
Having Clicktools data integrated with our CRM system helps to maintain a single view of the customer. Any detractor score immediately generates an automated Clicktools alert to the responsible account manager who is required to contact the customer within 24 hours to address any issues. We do the same with feedback about different aspects of the customer journey with results and alerts provided to process owners. Information of this type is invaluable in connecting directly our employees to the voice of the customer.
Fully aware that their processes weren’t as efficient as they could be, the company began looking at alternative solutions to deliver satisfaction surveys that integrated with CRM. They also considered building a proprietary tool to connect surveys to CRM, but as Richard Pomeroy, Project Manager, Liquid Friday, commented, “We could have developed our own solution, but when we discovered Clicktools, we realized that would be reinventing the wheel.”
Salesforce survey. Using simple tracking features native to the SURVE application, Bluewolf was able to track which partners were having success and contributed responses, as well as those which needed additional support. This made it much easier than previous years to manage day-to-day partner activities. SURVE reporting enabled the Bluewolf Corporate Marketing Team to see where they needed to target to generate additional data from certain functions or industries.
When they first began surveying customers, they used a standalone system that did not integrate with Salesforce and required a lot of manual steps even to run a simple survey. They had to export the survey contacts from Salesforce, manipulate the data in a spreadsheet, and then upload the list to the application for deployment. Plus, the application only allowed a limited number of contacts and did not enable filtering, so these tasks had to be repeated for nearly every survey and whenever any data in Salesforce changed.
Manager, Customer Success for APAC and EMEA, FinancialForce.com
FusionStorm, a nationally-recognized, award-winning IT solutions provider, combines leading technology with comprehensive professional, managed and cloud services to help businesses increase agility, drive innovation and enable growth. With national coverage and global distribution, FusionStorm delivers advanced data center, network, collaboration and cloud solutions along with full lifecycle services and support to clients from mid-market to enterprise, including many of the world’s leading brands.
With a large customer base of over 20,000 clients, Barclays Corporate needed a highly flexible and cost effective survey solution. When implementing Clicktools, there were two main objectives. The first objective was to gain valuable feedback and satisfaction ratings from clients. This feedback is then used to develop action plans and initiatives to improve the services delivered to Barclays clients. Secondly, the customer satisfaction scores act as a management tool for team leaders to assess the performance of the relationship directors and support team. All of these results are delivered and presented via the Clicktools “Analytics” tool, which enabled Barclays to provide individual level performance data on each of their 500+ relationship directors via one centrally generated report.
We had more trouble coming up with questions for the survey than we did actually building and deploying it in Clicktools,” said Debbie. “We also love the ability to apply our own corporate branding to the surveys and segment the feedback exactly the way we want. And the service we get from the Clicktools support team is absolutely fantastic.
Today, Brode uses Clicktools for capturing student feedback, taking online donations, and collecting class registrations. Clicktools has replaced other online form applications that were not integrated with Salesforce, saving Brode and his team countless hours of manual entry that resulted in less than 100 percent accuracy. Now, everything is automated,
Prior to discovering SURVE, recording customer satisfaction and establishing a Net Promoter Score (NPS)® required significant time and resources. In fact, a staff member had to manually wade through large amounts of data and calculate a score by hand. Because this was time-consuming and potentially prone to human error, the Vaillant service team wanted a quick and automatic way to improve this process.
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