“The Vocé team has provided us with proactive support, they propose, they have a different vision and put it at the service of companies like SURA, I feel calm and confident to work with Qualtrics through Vocé.”
Sura Achieved
- Move from measuring transactions to every customer interaction with the brand.
- Detailed understanding of customer behaviors and segmentation evolution to anticipate and anticipate
- Monitor what is happening with customers in each channel and segment that turns into reaction speed.
The challenge
Sura’s challenge was to improve the quality of data to analyze and understand the behavior of its customers and thus anticipate to provide a better experience, seeking to standardize the guidelines for customer experience in the different subsidiaries and thus provide autonomy to the subsidiaries to perform their own measurements.
The solution
Sura implemented Qualtrics with Vocé, a strategic partner specialized in the design, creation and expansion of customer-centric experience measurement models. This support allowed:
- Collect and analyze data from different channels and touch points.
- Identify valuable insights into customer behavior.
- Make strategic decisions to improve the customer experience.
Results obtained
Sura + Vocé + Qualtrics achieved
- Faster measurement speed: Sura can now perform measurements quickly and efficiently.
- Better understanding of customer behavior: Sura now has a deep understanding of its customers’ needs and expectations.
- Anticipation of customer needs: Sura can anticipate customer needs and deliver a personalized experience.
- Increased customer satisfaction: Customer satisfaction has increased significantly due to improvements in customer experience.
“The platform allows us to anticipate, predict what is going to happen and have a better reading of the environment and the customer against the issue of experience measurements. “
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Client review
Grupo Sura, a leader in investment management in Latin America, with a solid presence in 11 countries and an essential part of the SURA-Bancolombia Financial Conglomerate. Listed on the Colombian Stock Exchange and registered in the ADR program – Level I in the United States, Grupo Sura has stood out since its founding in 1944 in Medellin, Colombia. Its strategic growth encompasses investments in leading Colombian companies and an innovative restructuring in investment and insurance management. Its recognized reputational strength and commitment to sustainable development have earned it a place in the prestigious Dow Jones Sustainability World Index.
