Real-World Case Studies and Customer Success Stories with CMNTY

Underlined helped Greenchoice unify customer data and build a CX Insights Framework. Greenchoice used dashboards to make customer feedback clear... and actionable. Teams could see customer journey touchpoints and act quickly to improve service. The new system connected business goals with customer experience. Greenchoice aimed to boost customer-centricity across the company using data-driven insights.
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Essent, a leading Dutch energy supplier, wanted to improve customer experience and satisfaction. They needed a CX steering instrument with... KPIs and customer journeys tied to strategic goals. Underlined conducted a survey and data scan to design this tool. Using the Insights Framework, they linked customer value to business value and identified key CX drivers. Essent received a complete roadmap for managing CX based on data-driven insights.
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Nestlé Professional wanted to improve customer experience. MarketResponse ran a customer satisfaction survey using WhatsApp to reach chefs and food... & beverage managers. The team analyzed feedback and mapped strengths and challenges. They held workshops to help employees use the insights and create four improvement ideas. Executive leadership approved all ideas, driving customer-centric change and early positive results.
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Futures Housing Group used the CMNTY Platform to engage tenants across 10,500 homes. In-person meetings were not possible due to... the wide geographic spread. The MyVoice online community let residents share feedback and ideas easily. Over 350 members joined, with 70 active monthly. Feedback from the platform led to clearer communication for a sustainability initiative, including rewritten letters and a new FAQ page. Tenants found the platform easy to use and valued flexible participation.
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Leger used the CMNTY platform to run online focus groups during the COVID-19 pandemic. The team found CMNTY easy to... use and quick to set up, saving time and money compared to in-person sessions. Participation rates improved, with more attendees joining from remote areas. The platform's transcription and video chat features helped the team analyze qualitative research faster. Leger’s clients benefited from more efficient and affordable market research.
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Volvo Construction Equipment used CMNTY to build a global customer community. They needed a faster, more agile way to gather... customer feedback than traditional surveys. CMNTY's mobile-first platform let Volvo connect with customers worldwide and enabled two-way conversations. Customers liked having a place to share their experiences and felt Volvo was more approachable. The team used CMNTY tools for polls, blogs, and online focus groups to improve customer engagement.
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An airline used conversational analytics to find out why customers kept calling their contact center. They learned that missing booking... numbers in confirmation emails stopped customers from using the online portal. The airline added booking numbers to emails and trained their chatbot to help with booking number questions. This change reduced calls and lowered pressure on the contact center. The solution improved customer satisfaction and made service more efficient.
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