Case Study: Ruckus improves customer experience and team alignment with Klever Insight

Ruckus - Customer Case Study

Ruckus, a provider of enterprise networking solutions, engaged Klever Insight for an organizational assessment. Following acquisitions and internal changes, Ruckus's service and support teams had become siloed. While their customer satisfaction scores were strong, leadership sought to break down these barriers and holistically improve the overall customer experience, but managers lacked the bandwidth to strategize effectively.

Klever Insight implemented its assessment methodology and a two-month Metrics Accelerator program. This involved guiding cross-functional Ruckus teams to define a new "guidepost statement," establish collaborative guiding principles, and select a new portfolio of customer, employee, and knowledge-focused metrics. The solution successfully shifted the team's mindset from a singular focus on CSAT scores to a more strategic, team-based approach, winning full buy-in and empowering the team to enhance the customer experience.

Ruckus