How SFR Business automates feedback analysis to reduce churn
France's second-largest operator now sees dissatisfaction signals at every stage of the customer lifecycle, and spots customers at risk of churn before they leave.
SFR Business is one of France's largest telecoms providers, selling telephone, mobile, internet and cloud services to companies.
In an ultra-competitive sector, SFR Business has no choice but to listen to its customers. At SFR’s scale, that means industrialising how feedback gets read, routed and acted on.
Hello Customer enables us to have a comprehensive view of negative intentions throughout our customers' lifecycle, detect customers at risk of churn, and identify emerging trends.
What they needed to solve
Before discovering Hello Customer, SFR Business used a semantic analysis tool built by its survey provider. The team was not satisfied with it and went back to handling feedback manually, which quickly became impossible at SFR's scale.
The survey provider's built-in analysis wasn't good enough to steer on, so the team stopped using it.
Reading feedback by hand became almost impossible at the volume SFR handles.
Negative intentions surface at every stage of a contract. SFR Business needed one comprehensive view to detect customers at risk and catch emerging trends.
Four ways SFR Business uses the platform
The team tracks how sentiment moves in each category with ISAAC, following how each theme in the feedback moves over time.
The team handles callbacks in the Feedback tab after a low satisfaction score or a negative comment, so every loop gets closed and every callback is recorded.
Key Driver Analysis ranks topics by how much each one moves your scores (NPS, CES and CSAT), so you know which actions to prioritise.
Automatic alerts fire on target KPIs (a satisfaction score, a detected category, keywords) and trigger instant customer callbacks.
What changed since adopting the tool
Since adopting the tool, SFR Business has established a quarterly steering committee to prioritise the actions identified in Hello Customer. The callback rate for dissatisfied customers is monitored as a key indicator and recorded in the tool. Keyword history is reviewed during callbacks, and sentiment in the priority categories is tracked against known customer pain points.
In Marion France's words, it is "an intuitive and functional tool highly appreciated by our business users", one that let SFR industrialise the processing and analysis of customer feedback from day one.
Hello Customer has enabled us to industrialise the processing and analysis of our customer feedback from day 1, and to have a tool for recording our customer callbacks.Marion FranceHead of Operational Efficiency, Customer Service, SFR Business
See what feedback could do for your team
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