SMART TECHNOLOGIESQUALTRICS RESEARCH SUITE CASE STUDY

“The Qualtrics team was so helpful—not only

did we save money, but we got results on

time. I ran a study that in the past would have

taken three months, in one month. Qualtrics

felt like an extension of my team. We couldn’t

have completed these projects without them.”

Cory Davison, Market Research Manager

Calgary, Canada

www.smarttech.com

SMART Technologies Inc. (NASDAQ: SMT,

TSX: SMA) is a world leader in collaboration

solutions that are redefining the way the world

works and learns. Millions of teachers,

students, business people, and personnel in

government agencies use its solutions to

enhance teaching, learning, productivity and

collaboration. We are an innovator in

interactive touch technologies and software

that inspire collaboration in both education

and enterprises around the globe.

©2014 Qualtrics

sophisticated research made simple

Challenges• Third-party research efforts became too expensive and lagged behind the needs

of an innovative organization

• Wanted to consistently capture the voice of the customer in a reliable manner to improve customer experience and encourage brand advocates

• Needed to recruit customers into research panel and grow customer representation while reducing the cost of using third-party panels and making it more accessible for the company to get real-time feedback anytime

• Lacked a standardized insights solution across brands, resulting in siloed information and inability to launch customer satisfaction trending

SolutionSMART uses Qualtrics Research Suite and Qualtrics Site Intercept to:

• Build research panel of SMART customers, allowing the company to quickly conduct surveys to address customer experience gaps, inform product creation, and pricing.

• Grow new global customer base, increase response rates of customer satisfaction surveys, and reach a larger global audience

• Create organization-wide system of KPI tracking, all centered around customer experience

• Empower a lean team to conduct a wide range of research projects, while breaking down siloed insights from across different business units and departments

• Route support issues, through the use of triggers, to customer experience department while promoters are recruited into a SMART advocacy group

Results• Reduced cost of research by 66% and saved $500,000 by creating a research

panel of customers

• Conducted research projects from design to analysis in a third of the time

• Saved millions in support costs and recurring revenue by listening to and assisting at-risk customers

• Dramatically reduced research costs by eliminating need for third-party vendors

• Increased revenue and pro�t of product launches through data-driven decisions

• Organization-wide usage of Qualtrics, enabling a more customer-centric organization and development of best practices

qualtrics.com sales@qualtrics.com1-800-340-9194