Case Study: Improving CX Using Customer Engagement Software

HomeServe, one of the UK’s leading Home Assistance providers, has been committed to making its customers’ lives easier for over 25 years. Offering a range of services such as plumbing, heating, drainage, and electrics, HomeServe ensures that the Voice of the Customer (VoC) remains a top priority across its business operations.

However, HomeServe faced a significant challenge: enhancing business processes and improving the overall customer experience. Despite using Upland Rant & Rave for customer engagement, the company needed to boost the effectiveness of this tool to fully leverage customer insights. This required a multi-faceted approach, focusing on three main objectives:

• Integrating customer insights with Speech Analytics, Complaints, and Operational data to uncover opportunities for process improvement and enhanced customer experience
• Refining the quality and accuracy of language and taxonomy within the Rant & Rave dashboard, ensuring alignment with other VoC and business tools
• Increasing engagement and visibility of Rant & Rave across the business to better support strategic decision-making

To discover how Upland Software helped HomeServe overcome these challenges, read the case study below.