Case Study: Consulta improves customer experience insights with Verint Survey Management

Consulta runs 1 million+ monthly surveys with Verint Survey Management

Consulta, a leading customer experience consulting and market research organization based in South Africa, faced the challenge of needing a flexible and scalable platform to capture the voice of the customer across all channels for its clients. Their goal was to understand historical, current, and future customer experience states to help clients drive better business outcomes. To address this, they partnered with vendor Verint and implemented the Verint Survey Management solution.

The solution enabled Consulta to efficiently collect, analyze, and act on multi-channel customer feedback through web, phone, SMS, and email. Using Verint's platform, Consulta now conducts over one million email-based surveys monthly and up to 8,000 daily call center surveys. The results provided clients with actionable insights for business transformation and helped Consulta build new revenue streams, including supporting the national South African Customer Satisfaction Index (SA-csi). Verint's technology was crucial to this successful implementation and growth.

Consulta