Case Study: Rackspace Technology boosts customer loyalty and maintains competitive advantage with ClickTools

Rackspace Technology boosts loyalty and retention with ClickTools

Rackspace Technology, a managed hosting provider, needed a reliable way to measure and improve the customer experience to maintain its competitive advantage. Their challenge was to collect actionable feedback, surface systemic issues, and ensure quick responses to dissatisfied customers. They partnered with ClickTools to implement Net Promoter Score (NPS) surveys.

ClickTools provided a solution integrated with Salesforce that included automated alerts for detractors and surveys at key points in the customer journey. This resulted in faster follow-up, clearer executive insight, empowered account managers, and improved processes. The implementation led to higher retention, increased advocacy, and a measurable positive impact on the business for Rackspace Technology.

Rackspace Technology