Case Study: Unilever achieves GDPR compliance and boosts customer experience—reducing process failures to <10% with Datamatics

Improving Customer Experience & GDPR Compliance for Unilever

Unilever, the global consumer goods company, needed to improve GDPR compliance and the end‑customer experience across distributed Customer Experience Centers in multiple EU countries. Datamatics was engaged to assess whether Unilever’s systems and processes for servicing consumer GDPR rights were effective and to map the consumer journey using its Consumer Journey Framework and Mystery Audit Methodology.

Datamatics executed mystery audits across 4 EU countries, found the existing process failure rate exceeded 70%, and delivered a prioritized roadmap of corrective actions. By rectifying process handoffs and standardizing operations, Datamatics helped cut the failure rate to under 10%, reduced staff effort by 10–15%, mitigated risks, and materially improved customer experience and Unilever’s brand value.

Unilever