Case Study: SMART Technologies cuts research costs 66% and completes studies 3x faster with Qualtrics

SMART Technologies - Customer Case Study

SMART Technologies, a global leader in interactive touch and collaboration solutions used by millions in education, business and government, faced escalating costs and slow turnaround from third‑party research. The company also lacked a standardized, organization‑wide insights system, making it difficult to capture the voice of the customer, recruit representative panelists, break down data silos and launch consistent customer‑satisfaction tracking.

By implementing Qualtrics Research Suite and Site Intercept, SMART built its own customer research panel, increased global response rates, centralized KPI tracking and routed support issues to the right teams. The change cut research costs by 66% (about $500K), shortened project timelines to one‑third of previous durations, saved millions in support and recurring revenue losses, and drove more profitable product launches while enabling company‑wide, customer‑centric decision making.

SMART Technologies

Cory Davison

Market Research Manager