Case Study: a multi-billion dollar software company improves cloud efficiency with NewRocket

a multi-billion dollar software company improves NPS by 20% with NewRocket

The customer, a multi-billion dollar software company, faced challenges in supporting its external cloud application users and internal employees. They had a manual case management process, a high volume of cases, no self-service option, and difficulties expanding internationally due to GDPR compliance. To address these issues, they partnered with NewRocket for a Customer Service Management (CSM) solution.

NewRocket implemented an integrated solution that standardized the CSM platform. This involved a "lift-and-shift" migration from an outdated Oracle database and moving a highly customized configuration to out-of-the-box licenses to accommodate external use cases, including GDPR compliance. The results for the software company included a 20% improvement in NPS, the elimination of manual case creation in duplicate systems, and a 50% cost reduction through case deflection to self-service.