Closing the Loop on Finance Service: How HELM AG Replaced Assumptions with Real Customer Data
Key Takeaways from the HELM AG Case Study
How HELM AG automated customer satisfaction surveys directly inside its Salesforce case-closing workflow, with no manual follow-up required.
How real-time NPS dashboards gave finance service teams and line management visibility they didn't have before.
How HELM AG and implementation partner BearingPoint delivered the entire solution, from strategy to go-live, in a 4-month phase.
Before, if someone asked how satisfied our customers actually were, the honest answer was: we didn’t know. Now we can tell you, by month, by team, backed by real data. That’s changed how we make decisions, we’re no longer guessing where to focus, we’re acting on what customers are actually telling us.
Finance Operations, HELM AG
HELM AG is a global chemicals company, with 98 companies, joint ventures, and associates operating in more than 30 countries across its Chemicals, Crop Solutions, and Energy Materials business units. In 2023, the company reported revenue of €5.9 billion.
HELM AG’s Finance Service Line, which handles finance-related requests such as invoice clarifications, credit notes, and payment term updates, manages a high volume of customer interactions through Salesforce Service Cloud. Resolving those requests was only half the job, understanding how satisfied customers actually were with the service became just as important.
Business Challenge
Before this project, HELM AG could resolve finance requests, but had no consistent way to know how customers actually felt about that service, and no structured data to guide where to improve.
Limited Process Transparency: Finance requests were handled across different channels and teams, making it difficult to get an end-to-end view of what was happening or how requests were progressing.
Inefficient Request Handling: Manual coordination and fragmented communication slowed down request resolution, and a lack of standardized processes meant requests were handled inconsistently.
Lack of Actionable Insights: Existing data gave only limited visibility into recurring issues or bottlenecks. Improvement decisions were often based on assumptions rather than actual customer or process data.
No Structured Customer Feedback: Customer satisfaction wasn’t measured consistently, so service quality was difficult to assess objectively, and there was no direct feedback to validate whether changes were actually working.
The Solution: SurveyVista
HELM AG needed finance customers to actually give feedback, and needed that feedback to show up where the team could act on it. SurveyVista, implemented with BearingPoint, closed both gaps.
Customers Give Feedback Without Extra Effort: The rating sits directly in the case-closing email, no separate login or tool. Removing that friction is what made consistent feedback possible at all.
Feedback Lands Exactly Where the Team Already Works: Every response is attached to the actual case and customer inside Salesforce. No one has to cross-check two systems to understand a score.
Every Case Now Gets Asked, Automatically: The survey is sent as soon as a case is closed, so the team never has to remember to send it. Customers who have recently been surveyed are not asked again, so they don’t get tired of requests.
The Business Can Adjust the Survey Itself: Questions and logic can be changed by the business team directly, so the survey can evolve without a development project each time.
Delivered in a Defined 4-Month Timeline: BearingPoint and HELM AG ran this as a structured project, workshops, implementation, then go-live with hypercare, landing a working system on a committed schedule.
The Results
Before this project, HELM AG had no consistent way to know how satisfied finance customers actually were. These results show what changed.
Customer Satisfaction Is Now Measured on Every Closed Case: 5,823 surveys sent and 582 responses received give HELM AG actual customer data behind every case, replacing the guesswork the team was previously working with.
Data Points Show What’s Performing, with Evidence: Of the responses received, 527 were a perfect score of 10. That’s not an internal impression of service quality, it’s direct customer confirmation the team can point to.
Leadership Can Track Customer Experience Month by Month: A live Salesforce dashboard tracks the average score month over month, so management can see whether satisfaction is holding steady, improving, or slipping, instead of relying on a single annual snapshot or no visibility at all.
Low Scores Are Acted On Quickly: Every score is linked to its case, owner, and customer comment. A low score can also automatically create a task or email the account owner, so work on improving the customer’s experience starts right away.
About SurveyVista
SurveyVista is the only 100% Salesforce-native Intelligence and Action Platform that turns customer signals into measurable business results, inside Salesforce, with no integration overhead.
One Platform, Every Touchpoint: Surveys, forms, assessments, checklists, and landing pages, all capturing intelligence directly inside Salesforce where your team already works.
No Integration Tax: Customer data never leaves Salesforce. No middleware, no sync delays, no security risks, no maintenance overhead. What others bolt on, SurveyVista builds in.
AI That Acts, Not Just Alerts: SurveyVista AI does more than send notifications about problems. It triggers automated Salesforce workflows that fix them, from rescuing at-risk accounts to surfacing expansion opportunities before they go cold.
Results That Actually Matter: Reduce churn, grow revenue, improve productivity, and minimise risk, with intelligence that is complete, contextual, and immediate.
Trusted Worldwide: The most 5-star rated survey and form app on the Salesforce AppExchange, used by businesses of all sizes for NPS, CSAT, CES, Voice of Customer (VoC), lead capture, inspection & compliance tracking, non-profit data collection, and more.
