Case Study: Fonecta achieves unified customer feedback management and proactive CX insights with Lumoa

Lumoa brought together and accelerated Fonecta’s customer experience management

Fonecta, a large company with product development, customer support, sales and marketing teams, faced fragmented customer experience management and inconsistent reporting across different tools and touchpoints. To create a structured approach to customer feedback and unified reporting, Fonecta engaged Lumoa and its customer insight/dashboard solution to centralize and accelerate their customer experience management.

Lumoa consolidated more than 10 feedback touchpoints and multiple survey tools into a single platform, giving automatic, few‑click reports and deeper NPS insights. As a result, 80 Fonecta employees — including top management — now access customer feedback in one place, enabling the company to scale CX efforts, boost feedback volume without extra resources, move from reactive to proactive improvements, compare results by touchpoint, and make larger, measurable changes to the customer experience.

Fonecta

Annukka Toivanen

Customer Insight Manager