Case Study: Royal Canin achieves centralized Salesforce feedback and boosts employee engagement with ClickTools

Royal Canin Combines Clicktools & Salesforce to Power Feedback Programs Across the Organization

Royal Canin, a global pet food manufacturer with thousands of associates worldwide, needed a better way to collect employee and customer feedback. Their legacy survey tool was hard for non-technical users, required manual data manipulation, couldn’t centralize results in Salesforce, and left IT spending too much time building and analyzing surveys instead of supporting the business.

Royal Canin implemented Clicktools integrated with Salesforce to automate closed-case surveys, prefill data from CRM, trigger workflows (including low-score alerts) and give departments self-service survey licenses. The solution enabled fast deployment, centralized reporting, practical process improvements (e.g., better sales materials, time-off booking, CASL sign-ups), improved IT perception, raised engagement and morale, and provided ongoing KPI tracking across the company.

Royal Canin

Gabriela Bueno Scapim

Quality Coordinator