Feedier x NetCologne
Optimizing Customer Experience with AI-Powered Feedback Analysis
Introduction
Improving Customer Experience in a Highly Competitive Sector
NetCologne is a key player in the telecommunications industry in the Rhineland region of Germany. Serving over 518,000 customers and employing nearly 1300 people, this municipal company offers a wide range of services, including broadband internet, cable television, and telephony, all operating on its own network infrastructure. In a constantly evolving market, NetCologne has decided to put customer experience (CX) at the heart of its strategy.
Under the leadership of Stephan Panier, a dedicated CX team was created and repositioned within the marketing and communications department. This structure ensures a neutral and cross-functional approach, covering both the company’s B2B and B2C divisions.
Context and Challenges
Structuring and Optimizing Customer Feedback in a Demanding Environment
With a diverse customer base and high volumes of feedback, NetCologne faced several key challenges:
- Effectively managing open-text responses from customer surveys, which are often long and complex to analyze manually.
- Aligning CX expectations across the B2B and B2C divisions, each with different needs and objectives.
- Maintaining strict GDPR compliance, while integrating modern tools for analyzing and reporting on customer feedback.
- Simplifying the processing of tens of thousands of responses from B2C customers and thousands of B2B responses annually, while ensuring qualitative analysis.
To address these challenges, NetCologne turned to Feedier, convinced by its advanced analytical capabilities and compatibility with the specific demands of the telecommunications industry.
The Feedier Solution
A Platform Aligned with NetCologne’s Business Needs
To tackle these challenges, NetCologne selected Feedier for its advanced functionalities tailored to the company’s requirements:
- Open-text analysis powered by Eureka AI: NetCologne’s CX team replaced manual analysis of open-text responses with full automation using Eureka AI, a technology integrated into Feedier. This enables the rapid extraction of key themes and trends from customer feedback, significantly reducing the time spent on analysis.
- Multi-brand management: With distinct B2B and B2C divisions, Feedier centralizes customer feedback while keeping analyses clearly segmented. This ensures a focused and customized view for each department.
- Seamless integration with Tableau: Feedier data is directly connected to NetCologne’s Datawarehouse, allowing the team to create consolidated reports and easily share insights with internal stakeholders.
- GDPR compliance ensured: The adoption of the European-based AI Mistral, integrated into Feedier, was a decisive factor for NetCologne. This simplified alignment with the company’s strict data protection policies and strengthened trust with its legal department.
With Feedier, NetCologne now benefits from a complete and tailored solution perfectly aligned with its specific business needs.
Key Features Used
- Open-text analysis with Eureka AI: Rapidly identifies key pain points and opportunities through advanced AI capabilities.
- Custom KPIs: Metrics like TRI*M, CSAT and ACCI are integrated into reports to meet the specific needs of stakeholders.
- Interactive reports and action plans visualization: The platform provides clear insights into the next steps required to address identified issues.
"The AI features are quite impressive at the moment. Our BI team was especially pleased with how good Eureka AI is at analyzing open-text answers. Also, we appreciated the move from Amazon to Mistral, as it aligns with our GDPR requirements. If it was ChatGPT itself, we might have encountered compliance issues. Feedier makes it easier to deal with these constraints while still providing powerful insights."
Rolf Pinsdorf
Customer Experience Manager at NetCologne
Results Achieved
Since implementing Feedier, NetCologne has achieved significant improvements in its processes and CX management:
- Reduced time spent analyzing customer feedback: Automation powered by Eureka AI has eliminated time-consuming manual tasks related to open-text response analysis, allowing the team to focus on high-value strategic initiatives.
- Faster identification of pain points: Feedback is now processed continuously, enabling the rapid detection of areas for improvement and prioritization of necessary actions for maximum impact.
- Improved internal communication: Integration with Tableau and the addition of Feedier’s custom live reports allows stakeholders to easily access and act on key data.
- Improved GDPR compliance: The adoption of the European-based Mistral AI solution simplified the management of regulatory requirements.
Conclusion
Time Savings and More Actionable Insights
NetCologne successfully transformed its CX management with Feedier, moving from a manual, time-consuming approach to an automated, high-performance solution aligned with its business needs. Leveraging Eureka AI and advanced reporting tools, the company now has powerful means to analyze feedback, identify pain points, and generate concrete, measurable actions.
With Feedier, NetCologne doesn’t just collect customer feedback—it transforms it into a strategic lever to improve satisfaction, strengthen loyalty, and maintain its position as a key player in the German telecommunications industry.