Case Study: American Pharmaceutical and Biotechnology Firm reduces customer churn by 57% with Quantzig’s NLP Sentiment Analysis

Natural Language Processing Sentiment Analysis Helps a US Drug Manufacturer Reduce Customer Churn by 57%

American Pharmaceutical and Biotechnology Firm, a Boston-based pioneer among U.S. generic drug manufacturers, turned to Quantzig after its social listening tools struggled to accurately capture and analyze social media sentiment at scale. The company wanted to identify emotional triggers, improve adaptive customer service, and better manage reputational risk after changes to its customer service strategy disappointed customers.

Quantzig implemented NLP sentiment analysis, opinion mining, and sentiment analysis to analyze social reactions, refine digital marketing communication, and help the client visualize key KPIs. The solution also enabled smarter chatbot training and more responsive customer support, helping the firm reduce customer churn by 57% during FY19–20 while improving crisis management and overall service effectiveness.