Case Study: Industrial Gas Supplier achieves reduced call volume and improved customer satisfaction with Verint Systems

Industrial Gas Supplier - Customer Case Study

An industrial gas supplier operating across Australia and New Zealand — part of a global conglomerate serving heavy industry, medical and specialty sectors — handles more than a million customer interactions annually. The company needed a scalable way to harness the voice of the customer: manual call listening was labor‑intensive and covered only a small fraction of interactions, limiting its ability to identify root causes, improve processes, and boost customer loyalty.

The company deployed Verint Speech Analytics and Verint Customer Feedback on its existing Verint Recording platform to automate analysis of voice channels and post‑call feedback. The solution revealed concrete issues (for example, invoice and barcode scanning errors driving cylinder rental calls), prompting QA updates, refresher training and invoice changes that reduced call volume. As a result, the company saw lower costs and call volumes, improved customer satisfaction and retention, clearer customer profiles, better cross‑functional collaboration and new opportunities for automation and self‑service.