Case Study: Leading CRM Company transforms customer experience with BRIDGEi2i Analytics Solutions

Customer experience transformation for a leading CRM company

BRIDGEi2i Analytics Solutions worked with a leading CRM company, a global outsourcing provider of customer experience management headquartered in the USA, to support a digital transformation initiative. The customer needed to track the full customer journey from IVR to agent interactions across its contact center operations.

BRIDGEi2i Analytics Solutions built a secure data lake and applied ETL, tokenization, parsing, and indexing to combine CRM, survey, IVR, chat, email, demographic, purchase, and third-party data. Using its ExTrack customer experience solution, BRIDGEi2i Analytics Solutions delivered topic modeling, sentiment analysis, and web-based dashboards on AWS, helping the client improve customer retention by 11%, increase NPS by 7 basis points, save $40k per month, and cut feedback time from 37 hours to a few minutes.