Case Study: Leading Global IT Company achieves higher customer satisfaction and increased sales with Synthesio

Global IT Brand Tracks Customer Satisfaction

Synthesio, a global social intelligence platform, worked with a large IT company that struggled to turn customer feedback and online conversations into actionable insight. The client needed to improve customer satisfaction and the “voice of the customer,” benchmark brand health across business units and countries, and measure the effectiveness and ROI of global influencer outreach.

Synthesio developed Pulse to combine offline feedback (surveys, calls) with social data, created customer-journey dashboards and an API-fed portal for real-time country and global benchmarking, and implemented influencer tracking with a Social Reputation Score. These solutions uncovered friction points, supported a reversal of a restrictive subscription policy that unlocked sales, enabled targeted outreach and hiring insights, and gave managers a clear, actionable view of brand health and influencer ROI.