Case Study

Sage gives their customers and employees a voice.

Customer insight doesn't have to be taxing. Sage agrees. They needed to centralize feedback and better understand their customers.

Customer insight doesn’t have to be taxing

Sage, the market leader in cloud business management solutions, wanted to capture real-time feedback to understand how its customers really felt about their experiences. By undertaking a UK partnership with Rant & Rave, Sage has seen increases in Net Promoter Score and Customer Satisfaction, plus more engagement from the frontline than ever before.

Sage can also quickly identify and solve customer’s issues, preventing complaints. The results were so positive that it wanted to replicate the success globally, rolling out both Rant & Rave for Salesforce and Frontline Engagement to 8,000 users around the world, moving from a disparate and inconsistent approach, using seven different solutions, to a single, centralized platform with Rant & Rave.

The proof’s in the pudding

  • Seen Customer Satisfaction rise by 5%
  • Increased its Net Promoter Score by >10 points
  • Reduced the cost of complaints by >30%

Customer Voice

“Upland Rant & Rave enables us to connect with our customers, turning their real-time feedback into actionable insight. Not only have we seen brilliant engagement from our employees, but we’re also able to close the loop with our customers. The Platform has already brought tremendous value to our business in the UK and we’re looking forward to seeing that roll out globally.” John Patterson | Vice President of Customer Experience | Sage

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