Rackspace Solidified its Position as the #1 Managed Cloud Company

banner
Tags:
company culture
customer support
customer-centric

CHALLENGE

Rackspace, the #1 managed cloud company, has built its company culture around customer service in an industry that was famous for having none. Because it believes that all departments within the company are responsible for delivering on customer support, it takes a decentralized approach to customer experience. However, Rackspace needed a data-driven solution to understanding customer sentiment.

SOLUTION

Clarabridge helped Rackspace process millions of pieces of feedback so that the company could not only pinpoint exactly which issues were impacting customer satisfaction but also route the information to the right people to take action. In addition, Clarabridge insights enabled the company to measure and communicate how each team was contributing to the overall mission. Today, Rackspace has 6,000 employees worldwide, 300,000 happy customers, about $2 billion in revenue, and no notable competitors.

SUCCESS HIGHLIGHTS

  • Ability to analyze large volumes of free-form text, leading to shorter surveys and higher completion rates
  • Continued industry-leading loyalty scores amid growing customer expectations
  • Identification of inconsistent experiences for customers outside the U.S., leading to improved staffing solutions and better overall customer experiences
icon

Clarabridge insights enabled the company to measure the impact that each team was having on customer satisfaction.

Related Resources

banner
Sky Spain Informs Content Planning with Customer Feedback

CHALLENGE As a provider of live television and on-demand streaming, Sky Spain must operate as a content-driven entity to meet customer expectations and provide value in a competitive marke...

Learn More
banner
Infrabel Invests in Specialized Digital Care to Increase Brand Visibility

CHALLENGE Belgian railway infrastructure manager Infrabel began using Clarabridge Engage to determine how customers were using digital platforms to express their views of the company in 20...

Learn More
banner
Clarabridge Helps Check Into Cash Proactively Avoid Compliance Violations

CHALLENGE As part of the financial services industry, Check Into Cash must adhere to strict compliance regulations when providing customer service. The need to monitor customer interaction...

Learn More
banner
Brighton & Hove Buses Steps Up Digital Service During Snowstorm Crisis

CHALLENGE Brighton & Hove Buses, a bus services operator in southern England, receives a constant stream of questions and comments via social channels, email, and letters every day. In...

Learn More

Request a Demo