Salesforce integration

Everything you wanted to know about Clicktools for Salesforce but were afraid to ask.

What does Clicktools do?

Clicktools enables Salesforce.com customers to build custom scripts, surveys, forms and landing pages. When the data is collected it can be used to create or update ANY salesforce CRM information.

In 2008 and 2009 Clicktools won the customer choice award for “Best Survey App”.

What features make Clicktools the ‘Best Survey App’

Clicktools is the most powerful and flexible capability available to all Salesforce.com customers. We are also experts in creating, collecting and combining information with CRM.

• Complete support for an organization‘s brand.
• Powerful synchronization with Salesforce.com including
  business rule mapping and full tracking & error recovery.
• Advanced reporting for key driver analysis.
• Affordable, enterprise strength capability.

How much does Clicktools cost?

Find out pricing details here.

Is Clicktools in the ‘cloud’?

Yes, Clicktools is a full strength, multi-tenanted SaaS application exploiting Enterpise strength architecture including intrusion detection and firewalls hosted in Rackspace SAS 70 Type II certified data centers.
Clicktools has been verified as safe & secure by organizations such as Salesforce.com, American Express,
TransUnion and Cisco.

What existing Salesforce.com customers use Clicktools?

Clicktools is used by PE, EE & UE customers in over 500 organizations.

Well known Clicktools customers include Aon, Amex, AVG, Cisco, Misys, New York Times, P&G, Plantronics,
Pitney Bowes, Quark. and Vodafone.

Can you give me some examples of how these customers use Clicktools?

Sales cloud: in/out-bound call-scripting, win/loss surveys, event registration.

Service cloud: in-bound scripting for raising cases & closed case surveys.

Custom & cross-cloud: Branded stay-in-touch, application forms, Web2Manything.

The most common uses of Clicktools include call-scripting for in/out-bound call-center scripts; closed case/customer satisfaction surveys and enterprise forms.

So Clicktools is used for a lot more than surveys. Call-scripting sounds interesting, tell me more.

Call scripts are a ‘must-have’ in any contact center using salesforce.com - Clicktools enterprise strength scripting capability can be deployed quickly, effectively and provides a rapid ROI.

• Create multi-page, multi-language scripts with 18 question types, required questions and more.
• Personalize scripts to the Agent, Lead/Contact or any other object and provide step-by-step or open scripts according to experience.
• Dynamically modify the script according to Salesforce.com content or progress through the script.
• ‘Automagically’ record information anywhere in Saleforce CRM using business rules to add/update any information.
• For example, from one script you may:
  • Change campaign status
  • Add to follow-up campaign
  • Record Activities
  • Record notes to reflect changes and Agent input
  • Add activity (with relevant priority) to Queue, Account manager etc.

P&G and Corporate Express are just two of the organizations who use Clicktools for call-scripting integrated with Salesforce. Using Clicktools for call-scripting reduces scripting costs, increases agent efficiency and improves call effectiveness.

What about EFM/Surveys?

This is where Clicktools started and Clicktools was the 1st survey tool on the AppExchange and integrated
with Salesforce.com. Surveys are a quick win in an organization looking to extend their use of Salesforce CRM and Clicktools enables organizations to integrate ad-hoc surveys and/or complete feedback programs.

• Automatically deploy ‘transactional’ surveys at key touchpoints in the customer lifecycle. E.g.Win/loss, New customer insight, training, professional services, closed case etc.
• Deploy time ‘relationship’ surveys to any email address using custom Salesforce CRM reports.
• Completely reflect corporate branding with custom presentation and dedicated URLs.
• Drive survey content according to Salesforce CRM information or answered questions.
• ‘Automagically’ store responses to match Salesforce processes and customization. For example, a response to a closed case survey may:
  • Create a custom survey record
  • Add link to Contact and Activity
  • Add suggestions/comments to Ideas
  • Act on low scores by raising Case
• Clicktools business rules enables immediate notification and correction of service failures.
• Clicktools advanced reporting can be used to to identify root causes and improve operational processes.
  

Pitney Bowes and Bank NY Mellon are just two of the organizations who use Clicktools for surveys integrated with Salesforce CRM. Using Clicktools for EFM/Surveys reduces the cost of feedback programs, increases 360° view of customer & improves customer experience.

You also mentioned Enterprise forms. Could you give an example of that?

Salesforce CRM is used to implement many custom processes. These processes usually require creation and update of data across a number of objects. Creating and updating this information manually is complex, costly and time-consuming.

• Create forms to capture information (including document upload from Q1 2010).
• Deploy forms manually, using Salesforce reports or via workflow automation.
• ’Automagically’ transfer information to create/update any information in Salesforce CRM. For example:
  • Updates Contact information
  • Records activity against the Contact
  • Creates custom object
  • Updates campaign status

TransUnion and Carlson Hotels are just two of the organizations who use Clicktools for custom forms integrated with Salesforce CRM. Using Clicktools for enterprise form solutions reduces implementation & maintenance costs and improves business efficiency.

Is a trial version available?

Yes, 30 day trial accounts are available. Free trials can be activated using this form.

Finally, who should I contact if I have any questions?

You can speak to one of our sales team by calling USA: 1-800-774-4065 or UK: 0800 0432587. Alternatively, email salesforce@clicktools.com.