Case Study: Coronation Fund Managers achieves near‑real‑time customer insight and faster issue resolution with inQuba VoC

Coronation Fund Managers - Customer Case Study

Coronation Fund Managers, a JSE‑listed investment house, needed up‑to‑the‑minute insight into investor experiences across the entire customer journey rather than the once‑a‑year surveys they had been using. They engaged Inquba and adopted Inquba’s Voice‑of‑the‑Customer (VoC) SaaS platform to capture timely, interaction‑specific feedback across retail and institutional touchpoints.

Inquba mapped Coronation’s investor lifecycle, built nine targeted surveys and deployed the inQuba VoC solution nine months after engagement; surveys are sent daily and feed near‑real‑time escalation reports and Spotfire analytics. The Inquba implementation gave Coronation immediate, prioritized insight into performing and under‑performing touchpoints, enabling faster issue resolution, better resource prioritization and data‑driven CX improvements.

Coronation Fund Managers

Julian Band

Strategy Manager