Case Study: Barclays achieves scalable, cost-effective customer feedback and performance analytics with SAP Sales Cloud

Barclays - Customer Case Study

Barclays Corporate, part of the global banking group Barclays, needed a flexible, cost‑effective way to survey its 20,000+ corporate clients to gather satisfaction feedback and provide management with performance metrics for more than 500 relationship directors. The challenge was to scale client surveying without burdening teams and to turn responses into actionable insights for service improvement and staff performance review.

Clicktools delivered an automated survey program with Alerts and an Analytics tool that centralized results into one report, enabling individual‑level performance data, action‑plan development and manager dashboards. The solution proved cost effective, achieved roughly 25% response rates, and was adopted across coverage, servicing and event-driven teams to drive continuous service improvements.

Barclays

Gary Hull

Proposition Design Manager