Case Study: Novell achieves automated customer-satisfaction insights and significant time and cost savings with Qualtrics

Novell - Customer Case Study

Novell, a Provo-based provider of enterprise software that helps organizations be more productive, secure and manageable, needed better tools to measure and act on customer satisfaction. Their previous vendor made surveys hard to build or edit, reporting was often late or incomplete, invitation processes for training evaluations were manual, and they lacked reliable insight to improve renewal rates.

Using Qualtrics, Novell automated post-support and training surveys (in eight languages), routed dissatisfied responses to support managers, and integrated survey results into timely reporting. They also sent survey comments directly to managers with an easy categorization workflow and run biannual renewal panels. The changes cut subscription and staffing costs, saved support managers 40 hours per quarter, automated student evaluations and weekly training reports, and produced standard executive renewal reports.

Novell

Carrie LaBonty

Customer Satisfaction Program Manager