Success Stories

Driving Qualtrics XM Adoption and CX Improvements

With RevGen’s in-depth knowledge of the Customer Experience platform Qualtrics XM, we helped a national telecommunication client expedite adoption of the technology, helping them generate an immediate return.

A header image of an artistic rendering of customer experience data points like compiled by Qualtrics XM, interconnected as if on a computer network.

Project Overview

Following RevGen’s efforts to support our national telecom client build out their Customer Experience (CX) program, an opportunity arose to enhance their current Qualtrics platform use as well as expand their processes to benefit from new Qualtrics XM solutions. 

Client Challenge

Speeding the adoption of Qualtrics included much more than ensuring the technology was working properly. Our client had several other processes and skillset issues to address as well. 

Qualtrics data integrity

The data that was available was both limited and low quality due to inactivity, duplications, and non-uniform scaling. 

Organizational turnover

Business restructuring and employee turnover caused knowledge gaps to widen regarding historical decisions and context. 

Application functionality knowledge gap

Available functionality from Qualtrics was not yet implemented, leaving untapped potential to leverage existing journey data to provide insights. 

Approach

Our efforts to overcome these challenges while gaining immediate impacts from the Qualtrics platform could be categorized into two workstreams. The first was to review the current use of Qualtrics, which focused on customer surveys – a legacy process with outdated survey design that required manual intervention to sustain.   

Our second focus was to provide an understanding of the new Qualtrics XM functionality to advance journey management and best utilize available data.   

Solution

RevGen quickly learned our client’s existing Qualtrics environment so we could then provide sustainable processes and design improvements to survey management. In addition, as a Qualtrics partner, RevGen was able to provide expert guidance and tactical tasks to support long-term Qualtrics utilization and adoption.

Customer survey enhancements

First, we provided a simple, yet detailed, path for our client to gain sustainable survey management and improved customer feedback, regardless of resource turnover. 

Qualtrics integration efforts

RevGen applied direct knowledge of our client’s current technology, data sources, and digital customer journeys to enable Qualtrics as a source of streamlined customer experience data and insights.  

Piloted Qualtrics experience management functionality

We program managed our client’s and Qualtrics’ efforts to build a proof-of-concept that would enhance the digital customer journey with the goal of increasing the volume of customers moving from checkout to payment. By doing so, we ensured it was a repeatable concept for additional journeys and products.   

Results

With the direction RevGen provided, the client could generate immediate value by adopting Qualtrics XM throughout the CX organization and business partners.   

Improved digital journey and increased purchases

The Qualtrics XiD proof-of-concept work provided the client with improved digital journeys and increased a customer’s checkout completion rate by 3%. This work enabled the client to apply the Qualtrics functionality on other parts of the customer journey, supporting additional high-value business use cases. 

Data and insights visibility

Qualtrics utilization advancements such as the StatsiQ arm of Qualtrics allowed our client to strengthen their CX insights with leading indicators and correlations to business metrics. 

Increased business unit trust in CX team

Utilizing Qualtrics as a source of truth for customer data and sentiment while being able to visibly display that data along the customer journey fostered an environment for increased trust between CX and their internal business partners.   

Improved VoC metric quality

Through survey management improvements such as correcting metric scales, removing survey biases and focusing survey goals, the VoC metric data (including NPS and CSAT) resulted in quality improvements and increased survey response rates.    

Success Stories

More Success Stories
A series of data and analytics charts arranged in a functional dashboard

Data Transformation to Enable Advanced Analytics and AI

Analytics & Insights

Our client needed a modern, transformative data architecture to reach the next level of analytics, including AI.

Read More About Data Transformation to Enable Advanced Analytics and AI
A person types on a laptop. Above the laptop hovers icons of various checklists, representing data quality controls.

The Power of Frontline Data Quality Controls

Execution as a Service

Improving data quality was key to ensuring our financial services client retained data integrity and accuracy while also reducing time and money spent on after-hours issues. 

Read More About The Power of Frontline Data Quality Controls
Three wooden blocks spelling out MQL. The "M" block tips over to reveal an "S"

Automating for Efficiency: Turning Marketing Leads into Sales Contacts

Technology ServicesAnalytics & Insights

The transfer of marketing leads to sales teams is critical for customer acquisition, however our client’s process was time consuming and heavily manual. RevGen built a proof-of-concept solution that automated the entire handoff.

Read More About Automating for Efficiency: Turning Marketing Leads into Sales Contacts

Let's Talk

Learn More About RevGen

Subscribe to our Newsletter

Get the latest updates and Insights from RevGen delivered straight to your inbox.

Subscribe