Case Study: MakesYouLocal boosts CSAT and reduces complaints with SentiSum

How MakesYouLocal is Evolving Their BPO with AI-Driven Insights

MakesYouLocal, a BPO serving brands like Sephora, Skechers, and Crocs across 15 countries, was struggling to keep up with rapid growth while relying on manual conversation tagging and reactive support. The team needed a better way to manage large volumes of customer data and identify issues before they escalated. They partnered with SentiSum to bring AI-driven customer insights into their operations.

With SentiSum’s automated tagging and real-time analytics, MakesYouLocal saved 110 hours per week, improved CSAT by 33%, and reduced complaints by 50%. The platform also helped uncover root causes faster, support multiple languages across 28 regions, and give clients self-serve access to insights, turning the BPO into a more proactive and strategic operation.

MakesYouLocal

Tobias Riis Christensen

Business Developer, AI & Automation