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Case Study: ServiceNow closes the loop at scale and lifts account value 25% with Qualtrics

ServiceNow Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
ServiceNow
Industry
Software & Technology
Challenge
ServiceNow needed to route customer and partner feedback to the right teams and close the loop at scale.
Headline result
ServiceNow reported a 25%+ account-value increase and 10K+ automated follow-up actions with Qualtrics

Key results

>25%
Increase in account value
European customer, closed-loop follow-up
+12 pts
Higher NPS for followed-up customers
Year over year
10K+
Automated follow-up actions
From 1,700 owners
17
Survey programs
With 31 action workflows

The challenge

ServiceNow wanted to ensure customer and partner feedback reached the right internal teams and drove timely action at scale, rather than sitting unused.

The solution

ServiceNow built survey programs and automated action workflows on the Qualtrics XM Platform to route feedback to owners and close the loop on negative responses.

“With Qualtrics, enabling the right teams to take action on customer feedback has become intuitive and seamless.”

ML
Matt Lombardi
Global VP of Customer Experience, ServiceNow

The results, in context

ServiceNow operates 17 survey programs with 31 action workflows that generated more than 10,000 follow-up actions from over 1,700 owners. In one case a European customer's account value increased more than 25% after closed-loop follow-up, and NPS for followed-up customers ran 12 points higher year over year.

Products used

Qualtrics Qualtrics XM Platform