Case Study: Rackspace Technology boosts customer loyalty with ClickTools

Rackspace Technology boosts retention and customer loyalty with ClickTools

Rackspace Technology, a managed hosting provider, faced the challenge of needing to reliably measure and improve the customer experience to maintain its competitive advantage. Their specific goals were to collect actionable feedback, surface systemic issues, and ensure quick responses to dissatisfied customers. To address this, they partnered with ClickTools to implement Net Promoter Score (NPS) surveys.

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

Rackspace Technology