UserTesting Case Study
“nCloud’s support enabled us to achieve far more than we ever anticipated in such a short timeframe. Honestly, I’m still amazed at how much we were able to accomplish.”
UserTesting is the world’s leading provider of human insights, powered by the largest network of real people ready to share their perspectives. Built on an enterprise-grade AI platform, UserTesting delivers fast, high-quality feedback to help businesses make customer-first decisions at scale—bridging the gap between what customers expect and the experiences they receive.
Emi Sato, Sr. Director of Customer Operations with UserTesting, discusses working with nCloud Integrators during its migration to a new customer success software platform.
CONTEXT
UserTesting’s primary goal was to have a centralized platform where Customer Success Managers (CSMs) could gain a comprehensive view with all customer-related activities in one location. Additionally, the company sought to automate more processes with reminders and tasks to ensure that customers remained successful and engaged.
With the renewal of its current CS system approaching, UserTesting evaluated all the leading CS platforms, looking for a solution that could provide a 360-degree view of customer engagement, power data-driven decisions, and enable the prioritization of high-impact activities. UserTesting decided on Planhat.
KEY CHALLENGE
UserTesting understood that moving to a new solution would be a significant undertaking, requiring the company to migrate all of its data and processes over to the new system, as well as define new business processes and engage with stakeholders.
“The migration was a significant undertaking that needed to be completed within a tight timeline,” said Emi Sato, Sr. Director of Customer Operations at UserTesting. “We ultimately chose Planhat because of their partnership with nCloud Integrators, which we believed would be instrumental to our project’s success—and it turned out to be the best decision we could have made.”
SOLUTION
Partnering with nCloud was instrumental in translating UserTesting’s established business processes into the new system. While the company had a clear vision of its objectives, it needed experts to guide them through the configuration and optimization of Planhat.
“nCloud brought the extensive experience and knowledge that we needed; their consultants understood the technology, best-practices in customer success, and our business needs,” states Emi. “Their team became an integral extension of ours, providing valuable insights and recommendations throughout the process. Unlike past partnerships that focused purely on execution, nCloud took a holistic approach, engaging with us on both tactical and strategic levels. We could have really tough conversations with them, and their input allowed us to quickly make informed decisions, which was crucial given our tight deadlines.”
The UserTesting team collaborated closely with nCloud to ensure that all workstreams were adequately managed and tracked.
“Another significant advantage of working with nCloud was their strong project management capabilities,” continues Emi. “The consultants would say ‘If you want to do this, you need to do steps ABCD and make sure you cover these two bases during the process.’ This careful oversight facilitated our goal of going live on time and covered every essential aspect of the project.”
NCLOUD INTEGRATORS’ APPROACH
“One of the most impactful aspects of working with nCloud was their willingness to take a step back during the initial start of the project to survey our CSMs and gather insights on what was working well and what areas could use improvements,” states Emi. “This feedback directly influenced our project goals and ensured a more effective focus during implementation. Then at the completion of the project, they conducted a follow-up to assess our progress and define our next steps, which added significant value to the overall experience.”
nCloud Integrators’ consultants provided clarity on the functional components UserTesting needed to consider during implementation, laying a foundation for what the initial go-live would include and also identifying areas for future improvements.
Emi continued, “nCloud Integrators’ expertise allowed their consultants to recognize when issues arose and escalate them. They prioritized solutions based on urgency, which was extremely helpful as we navigated unfamiliar territory with Planhat. nCloud was proactive in addressing any potential roadblocks or showstoppers, which allowed us to maintain momentum without encountering major setbacks.”
RESULTS
UserTesting successfully went live on Planhat with four separate teams: CSMs, Renewal Managers, Professional Services, and Support. This unified approach allows these groups to share insights, maintain a single source of truth, and communicate more effectively about customer interactions.
“Having undergone multiple implementations, we understood the challenges involved and knew that expert guidance was the key to navigating through the migration to a new system successfully,” states Emi. “nCloud’s support enabled us to achieve far more than we ever anticipated in such a short timeframe. Honestly, I’m still amazed at how much we were able to accomplish.”
NEXT STEPS
In the coming months, UserTesting aims to enhance its insight capabilities and focus on key metrics like customer health scores, success tracking, and account dashboards, and refine its use of Planhat to ensure the company can proactively engage with customers at the right times. UserTesting is also looking to incorporate AI functionalities to streamline processes even further.
CONCLUSION
“I’m more than willing to advocate for nCloud Integrators’ services because this has been one of the most impactful partnerships I've ever experienced. Rather than just augmenting our team, nCloud provided the partnership we needed, combining expertise and strategic guidance that propelled our project forward successfully,” states Emi.