Case Study: Otrium enhances customer experience and reduces contact rates with SentiSum

Transforming Customer Experience with SentiSum Insights

Otrium, an online fashion outlet, partnered with **SentiSum** to improve customer experience by reducing contact rates, boosting support efficiency, and creating a better feedback loop between support, product, and operations. To achieve this, Otrium needed a more systematic way to gather and act on customer feedback, as well as faster incident monitoring and resolution, using **SentiSum’s AI-native VoC platform** integrated with Dixa.

**SentiSum** helped Otrium surface insights from support tickets, automate tagging and bulk replies, and generate daily summaries highlighting issues such as courier performance, return rates, and website usability. The platform also enabled self-service dashboards for different teams, including quality control and logistics. A major impact came before Black Friday, when real-time alerts identified a return label issue that prevented a flood of a few thousand customer emails and saved thousands of euros.

Otrium