Grupo Multi Delivers Personalized Experience at Scale
SuccessKPI enables 100% monitoring and deepened understanding of customer interactions.
Calls Monitored
Omnichannel Visibility
Business Overview
Multi is one of the most diversified consumer goods companies in Brazil with 28 in-house brands, 22 licensed brands, 9 partner brands, and a portfolio of 7,000+ product SKUs. Their mission is dedicated to delivering an exception experience for their end consumers.
Key Challenges
The biggest challenge Grupo Multi faced was in monitoring the quality of conversations, which begins with understanding the individual consumer and individual interactions, and then delivering personalized and optimized experience at large scale. They wanted to improve their ability to detect when there are experience issues and be able to act on that quickly in order to improve processes, actions, and ultimately build a better post-sale experience.
Key Success
SuccessKPI enabled Grupo Multi to gain a deep personalized understanding of customer experience at scale by leveraging speech, text, and sentiment analysis to capture the sentiment, topics, and issues from consumer interactions. Then they transformed that knowledge into an improved experience actions and process for their customers. Multi also leveraged automated quality management to move from monitoring just 1% of calls to a full 100%.
“Where I used to monitor 1% of calls at a level of two contacts per employee per month, and now I monitor 100% of my contacts at a level of 100% of the employees.”
Creating customers for life is a core foundation at SuccessKPI and at the heart of this is a team of customer success professionals dedicated to solving customer problems and providing solutions every step of the way.
SuccessKPI fills critical gaps during migration, leading to a successful cloud deployment.
Including custom reporting, real-time and historical analytics, custom QM scorecards, and a robust AI/ML-based speech and text analytics program.