Eclipse AI helps FMCG company boost customer retention - Case Study
In today's hyper-competitive business landscape, offering your customers an exceptional customer experience is the only way to stand out. Companies need to understand and respond to customers' needs and preferences in real time, anticipate their behavior, and provide a seamless and personalized experience across all customer touchpoints. This is where generative AI comes in.
AI-powered platforms like Eclipse AI can help businesses collect and analyze large volumes of voice-of-customer data to identify patterns, trends, and opportunities for improvement. By leveraging the power of AI, businesses can gain a competitive edge by delivering exceptional customer experiences that drive loyalty and retention.
In this case-study we will explore how Eclipse AI helped a large multinational FMCG company consolidate its voice-of-customer data that was fragmented across several different channels and generate actionable insights (in real-time) to proactively improve customer retention and referrals.
Problem Statement
Our client has been losing market share. Churn rates were at an all-time high and customer referrals were at an all-time low.
Our client’s voice-of-customer data collection process was heavily manual. The data was heavily fragmented and siloed. The CX team spent hours each week consolidating the data into one place and then conducting long workshops to collectively analyze the data and turn it into an actionable improvement plan. The plan lacked clear accountability, and delivery dates and was rarely reviewed or followed. ?
The client reached out to Eclipse AI
With two specific goals in mind:
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How Eclipse AI helped
With Eclipse AI, our client was able to easily unify the fragmented voice-of-customer data from multiple sources, reducing the time and effort required.
Eclipse AI generated real-time improvement actions (to improve CX) based on analysis of the voice-of-customer data. This made it easy for the team as now they could focus more on the execution and less on the analysis. ?
Within a few months of adopting Eclipse AI, our client started to see ‘measurable’ improvements, including increased referrals, reduced customer churn and ultimately an uptick in market share.
The use of Eclipse AI had an additional benefit: users improved their own analytical capability. Whilst the generative AI ‘suggested’ improvement actions, the process was observed and augmented by the users, who learned the trait of turning data into executable improvement actions that deliver ‘real’ and tangible results.
Overall, the success demonstrates the value of AI-powered solutions like Eclipse AI in helping businesses make sense of complex data and improve customer retention. With the right tools and processes in place, companies can harness the power of generative AI to drive growth, boost customer satisfaction, and stay ahead of the competition.
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