Case Study: Holvi achieves real-time, actionable NPS insights with Lumoa

How Holvi Turned Customer Learnings Into Actions and How you Can do the Same

Holvi, a fast-growing digital business, was struggling to turn rising volumes of multilingual customer feedback and NPS scores into actionable insight. Much of the work — translating, categorizing and analysing free-text responses — fell on a small team and left Holvi asking “why?” behind the numbers. To solve this they engaged Lumoa and its AI-powered customer feedback analytics service to scale and structure their feedback program.

Lumoa delivered a tailored analytics solution using AI, NLP and real-time sentiment analysis and was up and running in just six days. The platform automated what had been days of manual work, gave product and support teams immediate visibility into drivers of NPS, enabled tracking of improvement initiatives, and supported targeted follow-ups to promoters and detractors — turning Holvi’s feedback program into real-time, measurable action.

Holvi

Stephen Smith

Customer Success Manager