Case Study: Pitney Bowes Business Insight increases Net Promoter Score by 30 points with ClickTools

Pitney Bowes Business Insight increases its Net Promoter Score by 30 points using Clicktools integration with Salesforce

Pitney Bowes Business Insight (PBBI) is a customer communications software and services firm that needed a cost-effective, self-service survey solution that tightly integrated with Salesforce. Facing more than 25,000 survey invitations a year across 11 surveys, PBBI sought the ability to edit surveys instantly and avoid long, costly consulting delays that hindered timely customer feedback.

PBBI implemented Clicktools for its Salesforce-native survey builder, workflow deployment, multi-language support and real-time updates, enabling instant integration of responses, real-time detractor alerts to sales teams and analytics to pinpoint drivers of loyalty. The change saved over $300,000 in platform and consultancy costs, helped raise Net Promoter Score by 30 points in three years, and drove a company-wide shift to a more proactive, customer-centric culture.

Pitney Bowes

Marilyn Otto

Vice President of Customer Experience, PBBI