SandSIV AG, a global leader in Voice of the Customer (VoC) and an expert provider of Customer Experience Management (CXM) consultancy, has recently published a case study following a project completion for a global telecommunications company.

The telecom company received the full breadth of SandSIV's comprehensive NPS/VoC solution, which also incorporated various aspects of CXM to help augment and extend its usage as a key performance indicator. In addition, SandSIV's CXM consulting team provided full staff training to support independent systems operation on an on-going basis.  Together, with the introduction of Net Promoter Score (NPS) measurement and VoC technology, the company will now be able to direct valuable customer intelligence across selected business departments.

This case study provides a quintessential example of cutting-edge VoC technology and big data analytics – including deployment, interface set-up and integration with existing legacy systems. The study examines new capabilities across the value chain, including: data capture, data storage, data analytics and data visualization for transactional NPS in real time.

The study clearly demonstrates a step-by-step overview of SandSIV`s modular VoC Hub® solution; showing how each Company requirement is fulfilled, including:

The ability to measure NPS in a transactional manner based on each customer's individual journey across multiple touch points.

Insights into customer journey and consumer identify behavior patterns that are effective to advocacy and churn rates.

Capture and analysis of VoC data in the form of feedback questionnaires facilitating data warehouse marketing.

Enable a completely holistic, 360-degree view of customer experience using a centralized VoC dashboard.

The capability to measure existing NPS based KPI across alternative channels such as email and SMS.

SandSIV’s solution involved the installation and configuration of several SaaS based VoC modules. By embedding VoC technology directly into the company's overall customer experience strategy, an enhancement of existing legacy systems and new NPS based business processes was achieved.