Case Study: NetCologne improves CX insights and GDPR-compliant feedback analysis with Feedier

NetCologne speeds up feedback analysis for 518,000 customers with Feedier

NetCologne, a regional telecommunications provider in Germany, faced the challenge of manually analyzing vast amounts of complex open-text customer feedback from its B2B and B2C divisions. The company needed a solution to efficiently process this data, align customer experience expectations across different business units, and ensure strict GDPR compliance. To address these issues, NetCologne partnered with the vendor Feedier.

Using Feedier's platform, specifically its Eureka AI for open-text analysis and the European-based Mistral AI for data compliance, NetCologne automated its feedback processing. This solution enabled the rapid identification of customer pain points and integrated seamlessly with their existing Tableau reporting. The results included a significant reduction in the time spent on analysis, faster detection of areas for improvement, and enhanced internal communication of insights, all while strengthening GDPR compliance. Feedier provided NetCologne with actionable data to strategically enhance customer satisfaction.

NetCologne