Case Study: FCT drives data-informed VoC and faster customer insights with CallMiner

FCT cuts calls by 73% and saves $21,000 with CallMiner

FCT, a Canadian provider of property intelligence and real estate solutions, faced challenges in understanding its diverse B2B customers due to a reliance on infrequent quarterly surveys. With a low response rate and subjective data, the company struggled to gain real-time, unbiased Voice of the Customer (VoC) insights to inform strategic decisions and prove ROI. To address this, FCT selected the CallMiner conversation intelligence platform.

By implementing CallMiner to analyze 100% of customer interactions, FCT gained comprehensive, data-driven VoC insights. This enabled targeted agent coaching, informed product development, and guided marketing strategies. The solution delivered significant measurable impact, including a 73% drop in calls for a new product initiative, saving $21,000. CallMiner also allowed the company to quickly respond to a viral news story, drastically reducing inbound call volume and effectively redirecting business to its target audience.

FCT