Case Study: Vaillant achieves automated customer and employee feedback management with ClickTools SURVE

Vaillant records 17,258 calls in 4 weeks with ClickTools

Vaillant Group UK, a leading heating technology manufacturer, faced challenges with manual customer feedback management, a lack of visibility into call outcomes, and a need to better understand employee sentiment. To address these issues, they partnered with ClickTools to implement its SURVE solution integrated with Salesforce.

ClickTools implemented automated customer satisfaction surveys, NPS calculation within Salesforce, and an anonymous staff survey. The results were significant, with Vaillant recording over 17,000 calls in the first four weeks and eliminating manual scoring. This gave them faster and more accurate insight into both customer and employee feedback.

Vaillant