Case Study: Samsara achieves faster, unified customer experience transformation with Qualtrics

Listening to the people who power our world — and building a CX program that keeps them moving

Samsara partnered with Qualtrics to transform how it listened to and acted on customer feedback across the company. The challenge was that customer insights were trapped in 10 fragmented tools and not operationalized end to end, making it hard to align product, sales, support, and operations around one shared view of the customer.

Using Qualtrics as a unified Voice of Customer, Employee and Partner platform, Samsara consolidated those tools into one system in less than a year and brought more than 12 teams into the process from the start. The result was over 30 systemic improvements in the first wave, 2X higher ARR growth among happy customers, 30% fewer support tickets, and millions of dollars in savings and net new revenue each year.

Samsara

Emma Sopadjieva

Head of Customer Experience Strategy