Qualtrics - Relationship Management Solution
Company: Qualtrics, Salt Lake City, UT
Entry Submitted By: Method Communications
Company Description: Qualtrics is a rapidly growing SaaS company and the leader in customer experience management. More than 9,000 enterprises worldwide, including two-thirds of the Fortune 100. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyze, and act on voice of the customer, customer satisfaction, employee engagement, employee feedback, brand, product and market.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Relationship Management Solution – New
Nomination Title: Qualtrics Insight Platform
Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:
Qualtrics is the world’s leading enterprise insight technology provider. In February 2016, the company launched a new product called the Qualtrics Insight Platform. This new tool was designed to help clients bring customer experience management, market research and employee insights solutions together in one platform, allowing them to better serve their markets, customers and employees and allowing organizations to centralize their insights and analyze their vital signs across the enterprise.
Through sophisticated technology, expertise and services, the Qualtrics Insight Platform enables organizations to collect, analyze, and act on customer feedback. The platform allows users to gather feedback from every touchpoint of the customer experience, including the integration of operational metrics. The software offers real-time, role-based, configurable dashboards to get the right information at the right time, allowing users to make informed decisions. The platform also incorporates ticketing capabilities that enable customers to close the loop on an issue, right within the Qualtrics platform, analyze case management performance, and perform root cause analysis.
For example, General Electric has integrated the Qualtrics platform throughout its entire voice of customer (VoC) program, which has enhanced each touchpoint throughout the customer journey including point of sale, customer service and call center support, and brand relationship and net promoter score (NPS) tracking surveys. Since implementing Qualtrics, GE has seen dramatic improvements with a 30% increase in customer conversion and brand loyalty.
Qualtrics also provides voice of employee (VoE) tools in the Qualtrics Insight Platform. The technology can incorporate direct employee feedback, operational data, data science and case management functionality to improve relationships between employee and employer. The Qualtrics Insight Platform empowers clients to design and control their program, while giving them the ability to choose the level of involvement from Qualtrics. They can turn the dial from fully managed services to a self-service solution depending on what will best serve their organization. With Qualtrics’ software, enterprises can delve into their employee feedback and see how to tweak their policies and processes, improving internal relationships with their employees.
Along with tracking customer and employee insights, the Qualtrics Insight Platform also provides tools to evaluate industry trends. By conducting real-time market research, brands can use market response data to get ahead of the curve to become leaders in their market. HP is one of the largest technology companies using the Qualtrics Insight Platform to help monitor how the brand is performing in the marketplace. HP has seen brand value increase by 18% since switching to Qualtrics in 2014. Qualtrics helps to enhance brand value by allowing companies to identify and track brand strengths, weaknesses, opportunities and threats and address priority areas with acute focus, speed and agility.
To keep up with evolving strategies around customer and employee management, Qualtrics is always developing new features for its users. This is done by employing product managers across each vertical solution who interact with clients to understand their specific needs and prioritize functions based on market demand. The product managers then partner with their engineering services within Qualtrics to add the new feature on top of the platform for the client. If one team at Qualtrics develops a feature that would be useful across the client base, it is then shipped to all clients for use. This helps the platform to evolve quickly and address customer needs in real-time, also allowing Qualtrics to continuously innovate.
Qualtrics services over 8,500 enterprises and 1,800 colleges and universities, and has won a series of prestigious industry awards to reaffirm their leadership status. This year, Qualtrics was ranked #12 on the inaugural Forbes 2016 Cloud 100 list, which recognizes cloud companies for the financial health and growth of their business alongside exceptional qualitative factors such as unprecedented customer adoption and satisfaction. Qualtrics is also the only SaaS company to achieve the #1 market position in both the Survey and Enterprise Feedback Management categories on G2 Crowd—the world’s most popular independent SaaS review site.