Case Study: Rockend achieves award-winning customer service and real-time, cross-team insights with Qualtrics XM

Rockend - Customer Case Study

Rockend, a 38-year leader in property software across Australia and New Zealand serving over 5,500 customers, needed to move beyond conventional metrics and base more decisions on human feedback across customer, employee, product, and brand experiences. However, experience data lived in silos, limiting the company’s ability to connect insights and drive organisation-wide improvements.

Rockend implemented Qualtrics Experience Management (XM) to consolidate experience data from the four core areas on a single platform, enabling real-time monitoring, benchmarking, and predictive intelligence. The change broke down internal silos, sharpened brand targeting, improved employee engagement and training, uncovered and prioritised product needs, and delivered award-winning customer service with clearer, data-driven priorities for where to focus effort.

Rockend

Scott Downing

Chief Customer Officer