Our clients
A selection of client engagements across Customer Experience, Customer Success, Support Operations, online reputation, sales growth and Account Management. Each card explains the situation we started from and the outcome that followed. Client names are intentionally blurred: confidentiality is part of how we work.
Travel & Hospitality
Europe & North Africa
The situation
Customers kept contacting support twice for the same booking question.
Service
CX Analytics & Support Operations
Support contact rate reduced by redesigning booking-confirmation communication.
-38% repeat contacts
E-commerce & Retail
France
The situation
Strong first orders, but almost no structured follow-up after delivery.
Service
Customer Success Program
Post-purchase journey rebuilt around proactive follow-up and onboarding guidance.
+24% repeat purchases
SaaS & Technology
MENA
The situation
Tickets were handled in arrival order, so critical cases waited behind minor ones.
Service
Customer Support Restructuring
Ticket triage and escalation paths redesigned around customer impact, not queue order.
-45% resolution time
Financial Services
North Africa
The situation
Feedback was collected regularly but never reached the teams who could act on it.
Service
Voice of Customer Program
Feedback loops connected directly to product and operations decisions.
+18 pts CSAT
Telecommunications
French-speaking markets
The situation
Cancellations were rising without a clear explanation in the reporting.
Service
Customer Experience Audit
Journey friction points identified across onboarding, billing and support touchpoints.
-27% churn signals
Hospitality & Leisure
Mediterranean
The situation
Guest experience varied widely from one location to another.
Service
Service Quality Framework
Frontline teams aligned on one shared service standard across all locations.
+31% guest satisfaction
B2B Services
Europe
The situation
Renewals were discussed only a few weeks before the contract expired.
Service
Account Management Playbook
Renewal conversations reframed around delivered value instead of contract dates.
+22% renewals
Online Travel Agency
International
The situation
Supplier issues bounced between teams with no clear owner.
Service
Partner Management
Supplier escalation process rebuilt with clear ownership and response-time standards.
-52% partner escalations
Retail & Distribution
North Africa
The situation
Store, sales and support teams each held a different version of the customer history.
Service
Customer Operations
Support, sales and store teams connected around one shared customer record.
+15% conversion
Subscription Services
France
The situation
Cancellations were only visible once the customer had already decided to leave.
Service
Retention & Churn Analysis
Early-warning signals identified from support data before cancellation requests.
-19% churn
Education & Training
MENA
The situation
Many learners enrolled but dropped out in the first weeks of the program.
Service
Customer Journey Mapping
Full learner journey redesigned from first contact to program completion.
+35% completion rate
Logistics & Delivery
International
The situation
Service quality depended on which agent and which language handled the case.
Service
Support Quality Program
Quality monitoring and coaching framework deployed across multilingual teams.
+28% first-contact resolution
Mobile App (Travel)
Europe
The situation
Unhappy users reviewed the app publicly instead of contacting support.
Service
App Store Rating Program
In-app feedback prompt added before the store review, with fast follow-up on issues.
App Store 3.4 → 4.6
Marketplace
France & Benelux
The situation
Only frustrated buyers were leaving public reviews.
Service
Trustpilot Reputation Program
Review invitations sent at the right journey moment, with every negative review answered within 24h.
Trustpilot 3.1 → 4.5
Consumer Services
North Africa
The situation
Local branch listings had few reviews and no response routine.
Service
Google Reviews & Local Reputation
Review request routine and reply templates deployed across every branch listing.
Google 3.8 → 4.7
FinTech App
MENA
The situation
One-star reviews were all describing the same onboarding blocker.
Service
Play Store Review Recovery
Top review themes mapped to product fixes, then affected users contacted personally.
Play Store 2.9 → 4.4
Hotel Group
Mediterranean
The situation
Guest reviews were answered irregularly and often weeks later.
Service
Online Review Management
Single review workflow across booking platforms with a 48-hour reply standard.
+1.1 pts average review score
B2B SaaS
Europe
The situation
Sales promises and delivery reality didn't always match after signature.
Service
Sales & CS Alignment
Handover between sales and customer success standardized around agreed success criteria.
+29% sales-qualified pipeline
E-commerce (Fashion)
France
The situation
Buyers abandoned carts with unanswered sizing and delivery questions.
Service
Pre-Sales Support & Conversion
Live pre-sales assistance added on high-intent pages with answers to top purchase blockers.
+21% sales
Travel Platform
International
The situation
Extra services were offered at the wrong moment in the booking flow.
Service
Upsell & Ancillary Revenue
Offers repositioned to the journey stages where customers actually needed them.
+17% revenue per booking
Professional Services
French-speaking markets
The situation
Existing accounts were served well but rarely expanded.
Service
Account Growth Program
Account reviews introduced with a clear expansion path per client segment.
+33% account expansion
Subscription Box
Europe
The situation
Cancelled subscribers were never contacted again.
Service
Win-Back & Reactivation
Reactivation sequence built on the real reasons customers had cancelled.
+12% reactivated customers
Wholesale & Distribution
North Africa
The situation
Commercial attention was spread evenly regardless of account potential.
Service
Customer Portfolio Management
Portfolio segmented by value and risk, with a service level defined per tier.
+26% revenue per account
Contact Center Operations
Europe & MENA
The situation
Peak hours were understaffed while quiet hours were overstaffed.
Service
Workforce & Channel Strategy
Volume forecasting and channel mix rebalanced around real demand patterns.
-23% cost per contact
Insurance
France
The situation
Claimants called repeatedly simply to ask where their file stood.
Service
Claims Experience Redesign
Proactive status updates introduced at each stage of the claim.
-41% status-check calls
Utilities
North Africa
The situation
Billing was the single largest source of customer complaints.
Service
Billing Experience Program
Bill wording and payment reminders rewritten in plain customer language.
-34% billing complaints
Healthcare Services
MENA
The situation
No-shows were high and appointment reminders were inconsistent.
Service
Patient Journey Program
Appointment communication redesigned with confirmation and reminder steps.
-28% no-shows
Automotive Retail
Europe
The situation
Service visits ended without any structured follow-up.
Service
After-Sales Experience
Post-service follow-up introduced with a single owner per customer case.
+19 pts NPS
Real Estate Services
North Africa
The situation
Inbound enquiries waited hours or days for a first reply.
Service
Lead Response Program
Lead response standard set with clear ownership and same-day follow-up.
First response 9h → 22min
Food Delivery
Mediterranean
The situation
Every refund decision was escalated to a supervisor.
Service
Complaint Resolution Framework
Clear resolution rules given to frontline agents, with compensation limits per case type.
-47% escalations
Event & Ticketing
Europe
The situation
Support quality collapsed during launch and peak sale periods.
Service
Peak-Season Support Readiness
Seasonal playbook built with staffing, macros and self-service content prepared in advance.
+24 pts CSAT in peak
Technology Hardware
International
The situation
Agents answered the same twenty questions every single day.
Service
Self-Service & Knowledge Base
Help center rebuilt from the most frequent contact reasons, in every customer language.
-31% inbound tickets
Every engagement is covered by strict confidentiality. Names, identifying details and sensitive data are never published — the results above are shared with identifying information removed.
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