Case Study: Change Healthcare improves customer retention and drives revenue growth with Qualtrics

Turning at-risk accounts into top performers

Change Healthcare wanted to reduce customer churn and drive growth across a growing, multi-solution customer base. Using Qualtrics, it set out to build a modern Voice of the Customer program that would give the team a more complete view of customer health, especially for its largest accounts.

Qualtrics helped Change Healthcare modernize its VoC and closed-loop ticketing processes, enabling more granular insights, monthly business reviews, and faster action on at-risk accounts. The impact was significant: ticket resolution for dissatisfied customers improved from 65% to 90% in a year, and Change Healthcare found that its most loyal customers increased spend 13X faster than its least satisfied customers.

Change Healthcare

Rachel Richter

VP, Insights, Analytics & CRM Operations