Case Study: FinancialForce achieves streamlined customer feedback and automated CRM updates with SAP Sales Cloud

FinancialForce Uses Clicktools to Expand their Feedback Program

FinancialForce.com, a cloud ERP and financial management provider built on the Salesforce platform, needed a faster, more integrated way to collect and act on customer feedback. Their original standalone survey tool required manual exports, spreadsheet manipulation, and uploads, kept responses separate from CRM records, and prevented customer-facing staff from efficiently responding within Salesforce.

They implemented Clicktools for deep, point-and-click integration with Salesforce so surveys and web forms flow directly into account and contact records. This automated follow-up tasks and reporting, expanded feedback to closed-case and post-implementation surveys, improved security and ease-of-use, and delivered “immeasurable” time savings along with responsive support.

FinancialForce

Addy Clark

Manager