Clicktools for AppExchange

Case study - BuzzMetrics

BuzzMetrics exploit Clicktools for ongoing customer feedback integrated with Salesforce dashboards...

The Challenge

  • Nielsen BuzzMetrics is the global measurement standard in Consumer-Generated Media and helps Fortune 1000 companies, brands and business professionals better understand the influence and impact of CGM on products, issues, reputation and image.
  • As part of a drive to improve its service, Nielsen BuzzMetrics needed a solution that would enable managers to collect ongoing customer feedback regarding the products, services, overall satisfaction and opportunities.
  • Information collected needed to be available at all levels and used to drive individual and organization wide KPIs.

The Solution

  • BuzzMetrics had an existing survey that needed to be deployed with the responses stored in to Salesforce.
  • Clicktools worked with Nielsen BuzzMetrics to migrate its existing customer-feedback framework on the Clicktools platform, and integrate it with Salesforce.com. In addition, Clicktools provided valuable input on enhancing feedback collection and leveraging once inside the Salesforce.com environment.
  • A campaign was set-up to determine who should be asked for feedback and track responses and the responses were collected in a survey that completely reflected our brand.

The Benefits

  • With support from Clicktools, the benchmark campaign was executed flawlessly.
  • Clicktools has been instrumental in the success of the project, providing timely and effective customer support and regularly introducing new features to increase the value of the service.
  • Nielsen BuzzMetrics' customer feedback program now has migrated from benchmark to ongoing tracking of client deliveries. The ability to manage customer data and records in Salesforce.com, coupled with the survey and analytics services of Clicktools, has been pivotal to this.
  • The analytics in Clicktools and the dashboards in Salesforce combine to provide a powerful method of understanding client satisfaction, and organizing and tracking data so Nielsen BuzzMetrics can act on it.

Max Kalehoff, Vice President - Marketing, says:  
"Clicktools not only have a product that fits to our specific process, they understand how feedback and CRM work together. The combination is unbeatable."