Case Study: Amdocs achieves 40–60% higher response rates and action-driven VoC with Alchemer

How Amdocs Leverages Alchemer for its Global Voice of the Customer Program

Amdocs, a global software and services provider to communications and media companies, needed a scalable Voice of the Customer (VoC) program that preserved the human element of feedback and routed insights to the right owners. To capture both executive face‑to‑face input and broader survey responses, Amdocs deployed Alchemer, using the Alchemer Enterprise Feedback Platform to collect, distribute, and tie action items to customer feedback.

Using Alchemer to combine web surveys with in‑person interview data and feed VoC into a data lake, Amdocs automated feedback workflows and created account‑level improvement plans. The program delivered measurable gains: 40–60% higher response rates, engagement rising to 30% (from 20%), 20% savings on total cost of ownership, and 1,669 respondents in 2021 that generated over 60 account improvement plans — all enabled by Alchemer.

Amdocs

Tzachi Ben-Sasson

Head of Global Voice of the Customer