Case Study: Grupo Multi achieves 100% call monitoring and improved CX with SuccessKPI

Grupo Multi boosts training effectiveness 80% with SuccessKPI

Grupo Multi, a highly diversified consumer goods company in Brazil, faced a significant challenge in monitoring the quality of customer interactions to improve their post-sale experience. They struggled to understand individual consumer needs at scale and to quickly detect and act on experience issues. To address this, they turned to vendor SuccessKPI and its automated quality management service.

SuccessKPI implemented a solution leveraging speech, text, and sentiment analysis, enriched with its Generative AI technology built on AWS. This enabled Grupo Multi to score 100% of calls, a massive increase from just 1%, and gain deep, actionable insights from every customer interaction. The results were substantial, including a 90% drop in disconnects, a 31% increase in the percentage of calls answered, and an 80% boost in post-training assessment scores.

Grupo Multi