Case Study: Vodafone Turkey achieves award-winning real-time customer insight with Pivony

Vodafone Turkey wins 5 international awards with Pivony

Vodafone Turkey, a leading telecommunications operator, faced the challenge of processing and understanding massive volumes of customer feedback arriving from numerous channels, including call centers, NPS surveys, and social media. At their scale, traditional manual analysis was too slow, making it difficult to embed empathy into decisions and act on customer needs in time. To overcome this, they partnered with vendor Pivony to implement its Voice of Customer Analytics service.

The solution was the "Müşterim Ne Diyor?" platform powered by Pivony, which unified all feedback channels and used Turkish NLU to provide real-time, motivation-level insights via dashboards. This enabled Vodafone Turkey to move from retrospective reporting to immediate, data-driven action. As a result, the program won multiple international awards, including IBXA 2023 Gold for Best Use of Customer Insight, and transformed how the company listens to and acts upon the voice of its customers with empathy at scale.

Vodafone Turkey