Case Study: Crelan centralizes customer feedback and VoC across five touchpoints with Hello Customer

Crelan runs VoC across 5 touchpoints with Hello Customer

Crelan, a Belgian cooperative bank, needed to run a centralized Voice of Customer (VoC) programme for its diverse customer base across multiple regions and languages. Their challenge was to listen effectively across different customer segments, remove the manual work of categorizing feedback, and deliver insights that would be valuable to various internal audiences. They partnered with Hello Customer to implement its customer feedback platform as their central solution.

Using the Hello Customer platform, Crelan centralized five feedback streams: overall NPS, contact-centre interactions, churn and product-close surveys, and agent feedback. This provided a comprehensive analytical view that replaced manual processes. The Key Driver Analysis helped frame where the bank should focus, and centralized reporting enabled informed decisions across commercial management, product development, and marketing. Hello Customer became the central feedback tool for the entire bank, serving 4,179 employees for over a decade.

Crelan