Case Study: FinancialForce achieves automated, Salesforce-integrated customer feedback with ClickTools

FinancialForce Uses Clicktools to Expand their Feedback Program

FinancialForce.com, a provider of Salesforce-based ERP and cloud business apps, needed a faster, more integrated way to collect and act on customer feedback. Their standalone survey tool required manual exports and uploads, offered limited filtering and contact capacity, and kept responses separate from Salesforce, creating heavy administrative overhead and slow customer follow-up.

They implemented Clicktools for deep Salesforce integration and point‑and‑click survey setup, linking surveys and a web form directly into contact records so agents can capture notes, auto‑schedule follow-ups, and update multiple records with one click. The result was an expanded feedback program (closed‑case and post‑implementation surveys), tailored conditional surveys and answer piping, stronger data security and reporting, and significant time savings with responsive support.

FinancialForce

Addy Clark

Manager