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

Rackspace Uses Clicktools and NPS to Maintain Competitive Advantage

Rackspace, a managed hosting provider serving over 4,000 customers, needed a reliable way to keep its “Fanatical Support” promise and maintain a competitive advantage by consistently measuring and improving the customer experience across the entire journey. The challenge was to collect actionable feedback, surface systemic issues to executives, and ensure front-line teams could respond quickly to dissatisfied customers.

Rackspace implemented Clicktools with Net Promoter Score (NPS) surveys, integrated reporting in Salesforce, automated alerts for detractors, and lead-follow-up surveys at key points in the sales and service cycle. The result was faster, more consistent follow-up, clearer executive insight into systemic problems, empowered account managers with a single customer view, improved processes, higher retention and advocacy, and measurable positive impact on the business.

Rackspace Technology

Fabio Torlini

VP of Marketing, International