Case Study: Bombardier Recreational Products achieves actionable multilingual customer insights with Keatext

How BRP Turned 10 Years of Surveys into Insights

Bombardier Recreational Products (BRP), the maker of Ski‑Doo and Sea‑Doo, faced a growing problem in 2015: nearly a decade of siloed, unstructured customer feedback from social media, forums, surveys, Salesforce cases and call centers that they couldn’t efficiently turn into insight. Myshka Sansoin, BRP’s Global Customer Advocate leading the VoC program, selected Keatext’s text‑analytics solution to help aggregate multilingual (English/French) feedback and surface the sentiment and themes BRP needed to understand customer wants and pain points.

Keatext deployed a machine‑learning text analytics platform that categorizes feedback (problems, praises, questions, suggestions), generates a sentiment score used as a KPI with topic/product filters, and required only a frictionless, one‑click implementation. As a result, Keatext gave BRP fast, actionable insights from years of data, reduced manual analysis, and helped shift the company toward customer‑centric decision making—enabling quicker prioritization of fixes and continuous product improvements.

Bombardier Recreational Products

Myshka Sansoin

Global Customer Advocate