Case Study: SoftwareONE achieves a unified, improved global support experience with InMoment

A Unified Approach to Improving the Support Experience Around the Globe

SoftwareONE, a global provider of software and cloud solutions, sought to improve its support experience worldwide while capturing meaningful customer feedback without over-surveying. The challenge was to deliver timely, relevant feedback collection across languages and regions and to integrate responses into existing workflows so teams could act quickly.

InMoment implemented automated, hyper-targeted microsurveys customized by language and a “traffic cop” mechanism to prevent survey fatigue, then routed responses directly into ServiceNow. The result: a unified, scalable feedback process that yields more relevant insights, reduces over-surveying, and enables real-time follow-up to close the loop with customers.

SoftwareONE