Red Pepper and Qualtrics Help One Inc Build a Customer-Centric Culture That Spans Every Journey Touchpoint

The Challenge

One Inc, the leading digital payments network for the insurance industry, serves over 290 insurance carriers with a platform processing both premium collections and claims disbursements. As Stephanie Dila joined as CX Operations Director, she inherited a mandate to build a Voice of the Customer program from scratch—at speed, with lean resources, and with no prior Qualtrics experience. The challenge wasn’t just standing up surveys. It was creating a sustainable, organization-wide listening infrastructure that could influence corporate strategy.

Insight

One Inc’s leadership recognized that making strategic decisions without consistent, multi-persona feedback created blind spots. Carriers, vendors, and policyholders all interacted with One Inc differently, and each journey segment needed its own measurement. Without a structured program and a platform capable of scaling across those personas, the data was either absent or siloed—unable to inform product, operations, delivery, or executive strategy in any connected way.

Building the Program

Qualtrics referred Red Pepper Software as an implementation partner, and the engagement launched just one month after Stephanie joined—in March 2022. Red Pepper rapidly stood up an initial cohort of 6 to 7 surveys spanning key points in the customer journey, giving One Inc immediate listening capability across carrier NPS, vendor NPS, and interaction-level surveys at the contact center. Red Pepper was retained on an ongoing services agreement to keep the program running lean: deploying new surveys on behalf of internal teams, integrating Qualtrics data into an Azure-hosted database, and building Power BI dashboards that allowed every department to consume experiential data alongside their existing operational metrics. A Salesforce integration was also implemented to surface VOC feedback directly within case workflows, enabling the quality assurance team to link negative survey responses to specific support calls in real time. Rather than requiring teams to learn Qualtrics, Red Pepper enabled a “satellite program” model: each department owns its survey goals and questions, while Stephanie and Red Pepper manage delivery, governance, and data infrastructure. Seven core KPIs—including NPS, CSAT, and ease of business—are standardized across all journey points to ensure cross-departmental comparability and longitudinal trending.

The Results

After the first full year of journey-level measurement, One Inc’s executive team formally added NPS and customer satisfaction improvement to the company’s OGSM—its top-tier corporate goal structure. That goal has appeared every year since. Feedback scores have trended upward across the program’s three-year history, with no downward movement. The contact center interaction survey alone has accumulated over 13,000 responses, enabling AI-assisted analysis that previously would have required weeks of manual effort. Coverage now spans approximately 75–80% of One Inc’s full customer journey, with active expansion underway to reach remaining touchpoints.

A Culture Shift

The most significant outcome of the program has been cultural. One Inc’s executive declaration of a “Year of the Customer” was directly traceable to survey data, not an internal initiative or a market mandate. Because the corporate goal cascades down to every department, no team at One Inc operates without CX improvement as part of their annual targets. The Power BI integration freed data from Qualtrics into an environment every business user already works in—enabling quality teams, delivery teams, and operations managers to act on customer feedback without requiring Qualtrics licenses or data exports. The retainer model with Red Pepper eliminated internal bottlenecks: Stephanie can deploy a new survey, expand a satellite program, or investigate a data anomaly without competing for internal engineering resources, enabling a program that now runs at enterprise scale under a single owner.

“What I’m really proud of is coming out of that first year our executive team came out and said we’re going to create the year of the customer—and that wasn’t driven by some vision somebody had, it was data driven based off of the data we were getting back from the survey program.”

Stephanie Dila, CX Operations Director, One Inc

Conclusion

One Inc’s Voice of the Customer program demonstrates what’s possible when the right platform, the right partner, and the right internal champion align from day one. By leveraging Qualtrics as the source of truth and Red Pepper as the operational backbone, One Inc transformed customer feedback from a periodic survey exercise into a continuous, cross-functional data asset—one that now shapes corporate strategy, drives product decisions, and defines how every team at One Inc measures success.