Case Study: FusionStorm achieves rapid, Salesforce-integrated customer satisfaction insights with Clicktools

FusionStorm Uses Clicktools to Launch its First Customer Satisfaction Survey Program

FusionStorm, a nationally recognized IT solutions provider specializing in large-scale data center, network and cloud services, needed to move beyond guesswork about client satisfaction across its 1,200 customers. The company sought an integrated survey program that would capture customer and staff feedback, identify advocates, reveal service issues, and feed directly into Salesforce and its professional services automation system to drive corrective actions and quality improvements.

FusionStorm selected Clicktools for its tight Salesforce integration, advanced survey logic, and ease of self-management, and launched the program within two weeks. Branded surveys are sent at project close with results flowing into Salesforce; low scores trigger personal follow-up while high-satisfaction customers are identified for success stories. The initiative delivered actionable, real-time insights that improved customer recovery, informed process changes, increased internal engagement, and is now being expanded into marketing.

FusionStorm

Doug Adams

Senior Vice President, Engineering, FusionStorm