Case Study: Plantronics saves thousands of dollars and boosts global call center efficiency with ClickTools

Clicktools saves Plantronics thousands of dollars and improves overall call center efficiency

Plantronics, a global leader in audio communications with five large 24/5 call centers, faced an expensive, time-consuming customer satisfaction program that relied on an outsourced telemarketing firm. The company struggled with multiple survey types across five languages and lacked integration of survey data with Salesforce, limiting its ability to analyze feedback and act quickly.

Clicktools replaced the phone-based process with a standardized, multi-language survey and integrated responses directly into Salesforce, tying feedback to specific customers and cases. The change increased response rates, enabled deeper reporting and coaching of technical support reps, helped recover at-risk customers, standardized global survey procedures, and saved Plantronics thousands of dollars.

Plantronics

Ed Romson

Director, Global Customer Care, Plantronics