Case Study: Rackspace Technology achieves competitive advantage and better customer experience with SAP Sales Cloud

Rackspace Uses Clicktools and NPS to Maintain Competitive Advantage

Rackspace, a managed hosting and support provider serving thousands of customers since 2001, needed to preserve its "Fanatical Support" customer experience as it scaled internationally. The company sought a consistent, actionable way to measure satisfaction across the customer journey—using NPS—and to surface issues quickly so they could protect retention and drive advocacy.

Rackspace implemented Clicktools to collect NPS and other feedback, integrated the data with Salesforce, and automated reporting, detractor alerts and lead‑follow surveys. That setup gave executives and account managers a single view of the customer, sped responses to problems, informed process changes, improved customer communications, and strengthened retention and advocacy without adding manual overhead.

Rackspace Technology

Fabio Torlini

VP of Marketing, International