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Case Studies.
Real programmes, real results. See how organisations in energy, retail, banking, and telco have used Synopticom to transform their customer and employee experience.
Energy & Utilities
Ignitis Group
Customer journey transformation across billing, outage, and onboarding touchpoints
Ignitis implemented a full CX programme across their customer lifecycle measuring satisfaction at billing events, outage communications, and new customer onboarding. AI text analytics surfaced recurring friction themes within weeks.
+28pt
NPS improvement
−34%
Complaint reduction
Retail & FMCG
Kesko
In-store and e-commerce CSAT with loyalty correlation and store manager 360° feedback
Kesko deployed CSAT measurement across 200+ store locations alongside an employee engagement programme. Store-level correlations between eNPS and CSAT revealed that top-performing stores had managers with 23% higher engagement scores.
+19%
CSAT increase
200+
Locations measured
FMCG
Philip Morris
Brand image analytics, mystery shopper integration, and audit scoring across markets
Philip Morris used Synopticom's Quality Audit Tool alongside brand experience tracking to measure field representative performance across multiple markets. Compliance scoring surfaced training priorities that reduced service deviations by 41%.
−41%
Service deviations
5 mkts
Deployed across
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