Case Study: Cisco improves customer satisfaction and retention with GetFeedback

Cisco Secures Customer Satisfaction With GetFeedback

Stealthwatch, Cisco’s network-visibility security division, defends organizations from cyberattacks but faced challenges in measuring and acting on customer sentiment after support case resolution and in streamlining complex customer onboarding—while needing tight integration with Salesforce.

They implemented GetFeedback integrated with Salesforce to automate case-closed NPS/CSAT surveys, trigger real-time alerts for dissatisfied customers, and drive onboarding workflows and targeted training emails. The automation enabled faster follow-up that often recovered at-risk customers, reduced onboarding time, revealed broader product use cases, saved staff hours, improved customer experience and satisfaction, and helped boost retention.

Cisco

David Wallis

Senior IT Manager at the Stealthwatch Division