Case Study: Leading Financial Organisation achieves real-time, unified customer feedback with SightMill

Secure Data, Flexible Integration for Financial Businesses

Leading Financial Organisation, a large financial business focused on spread betting, needed a low‑friction way to gather customer feedback across support, email and web channels. They engaged SightMill to connect touchpoints and trigger surveys (including NPS) automatically after interactions managed in Salesforce, so feedback could be collected consistently and linked to customer records.

SightMill implemented a Salesforce API integration to send NPS surveys on ticket closure (integration configured in days, full rollout including Salesforce custom work and testing took three weeks), added a three‑smiley feedback widget in email signatures (two weeks) and deployed website tab surveys via JavaScript (a few days). SightMill stores scores and free‑text comments, updates Salesforce for a single customer view, captures metadata (customer, product, segment, rep, page) and delivered faster, measurable insight into customer satisfaction and product issues.