Lithys 2016: CallidusCloud - Excellence in Customer Satisfaction

Lithys 2016: CallidusCloud - Excellence in Customer Satisfaction

Untitled.pngCompany: CallidusCloud

Entry submitted by: Lara Golden (Director of Global Community)

Community: CallidusCloud Customer Community

Lithy category: Excellence in Customer Satisfaction


CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.


Our customer satisfaction initiatives


We had three goals when we launched the community in 2014:

  • Reduce support costs by enabling our customers to help themselves
  • Improve customer retention by empowering our users
  • Encourage cross-product adoption by openly sharing product information with all customers


The most important customer issue we were looking to solve via Lithium implementation and that makes our approach to customer satisfaction a gold standard in the industry


The ultimate goal was to reduce support costs without sacrificing customer success. We are proud to have an award winning Technical Support team, but without a Community and its accompanying Knowledge Base, our customers weren’t able to help themselves. Putting a Lithium implementation in place allows our customers to get the answers they need, either from each other or from the Knowledge Base, without sacrificing the level of support. Choice is good!


Our metrics


Satisfaction has paralleled use of the community:




Percent change









Accepted Solutions





Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.


Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.