Customer Journey mapping for a large technology company

CHALLENGES & OPPORTUNITIES

A global technology provider wanted to capture a clear, comprehensive, and on-the-ground user perspective of its deployment support program, along with real-world sentiment regarding specific cloud productivity products.

While the provider was already leveraging key performance indicators (e.g., CSAT) and collecting feedback through its customer listening channels, there was a need for deeper insights. Specifically, they sought a more in-depth understanding of the customer experience across different stages of deployment—capturing emotional sentiment, product pain points, and deployment challenges.

Key challenges included:

Existing feedback mechanisms operated on a lag, disconnecting real-time experiences from timely communication.

Limited human-to-human interaction restricted the ability to move beyond surface-level feedback.

No direct channel existed to funnel detailed feedback for rapid resolution and action.

Survey-based feedback provided volume but lacked depth and context.

SOLUTIONS

Valorem Reply used its Customer Experience Toolkit to design a tailored methodology aligned with the provider’s deployment support model. The approach ensured outputs were both actionable and compatible with existing feedback systems and terminology.

Approach Highlights:

Focused Scope: Aligned with the provider to target specific cloud products and a defined subset of customers to enable deeper, more meaningful insights.

Persona Mapping: Identified key customer personas and deployment support roles influencing outcomes.

Live Deployment Observation: Conducted ride-alongs during full customer deployments to capture real-time sentiment and understand the full experience.

Targeted Interviews: Engaged customers immediately after deployment meetings and at strategic milestones to gather in-the-moment feedback.

Unified Journey Mapping: Consolidated findings into a comprehensive master customer journey map per product, highlighting key insights and providing recommendations for service optimization and product enhancements.

Focused Insight Dissemination: Delivered actionable insights to relevant stakeholder groups using the provider’s existing communication channels to enable rapid response and implementation.

RESULTS

Valorem Reply completed its research for two cloud productivity products, delivering actionable recommendations grounded in clear customer insights. Relevant teams began implementing these recommendations, which are expected to:

Enhance the overall customer experience

Simplify product deployments

Improve the quality and clarity of deployment documentation

Inform prioritization of product roadmaps and operational initiatives.

As a result of the demonstrated value, the global cloud provider now has a tested, repeatable methodology for capturing in-depth customer feedback. Given the success of the initial phase, the decision was made to expand the program to additional products, with the long-term vision of establishing it as a permanent feedback mechanism within their broader customer experience strategy.