Case Study: Parts Town unifies CX, EX, and research with Qualtrics and Red Pepper Software

Parts Town slashes CX reporting time by 70–80% with Qualtrics

Parts Town, a global leader in OEM parts distribution, faced a challenge in consolidating its expansive but disconnected customer and employee feedback programs. To create a unified view and accelerate action on insights, the company partnered with Qualtrics to implement a tri-suite XM platform for CX, EX, and research.

Qualtrics, integrated by Red Pepper Software, connected systems like Salesforce and Dayforce to automate feedback collection and create a single source of truth. This solution enabled Parts Town to expand its CX listening programs from fewer than 5 to 11, capturing 60,000+ annual responses. The integration resulted in a 70-80% faster reporting cycle and revealed key insights, such as a 25% correlation between fulfillment feedback and CSAT scores.

Parts Town