Success Story

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.”

Gerlane Pedroso
Gerlane Pedroso, General Planning Manager, Grupo Multi