Case Study: Pitney Bowes boosts Net Promoter Score by 30 points with ClickTools

Pitney Bowes boosts Net Promoter Score by 30 points with ClickTools

Pitney Bowes Business Insight (PBBI), a customer communications software and services firm, faced the challenge of needing a cost-effective and self-service survey solution that could tightly integrate with Salesforce. Their previous process was hindered by long, costly consulting delays, which was a significant problem given they send over 25,000 survey invitations annually across 11 different surveys. They partnered with ClickTools to find a solution.

ClickTools provided its Salesforce-native survey platform, which offered instant editing, workflow deployment, multi-language support, and real-time response integration. This solution saved PBBI over $300,000 in platform and consultancy costs. Most significantly, the implementation by ClickTools helped raise the company's Net Promoter Score by 30 points in three years and drove a company-wide shift to a more proactive, customer-centric culture.

Pitney Bowes