Case Study: Intelcom Achieves Data-Driven Customer Satisfaction with Keatext

Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext

Intelcom, a parcel carrier, was handling about 5,000 daily open-ended CSAT responses from post-delivery and post-return surveys, along with feedback from multiple stakeholder groups. The team needed a scalable, data-driven way to analyze verbatim feedback, support operational KPIs and service-level agreements, and move beyond manual VOC reporting and intuition-based decisions.

Keatext provided Intelcom with fast, cloud-based AI text analytics and focus recommendations, allowing the team to automate categorization, share insights across business units, and validate priorities with SWOT-style analysis. With Keatext, Intelcom transformed its CX program into a more customer-centric, organization-wide practice, improved routing and responsiveness, and gained data-backed confirmation of product strengths, weaknesses, and improvement areas.

Intelcom

Cyrine Ben Ncib

Marketing Specialist