Case Studies

Understanding the ‘Voice of the Customer’ in Community Forum Data

A large membership organization needed to quickly and cost-effectively explore the unstructured data in its private online community forum. The client wanted to understand the voice of the customer (VOC) and gain visibility into the top concerns of C-level customers in order to guide strategy,... Read More

Turning Healthcare Customer Feedback into Industry Leadership & Revenue

A large healthcare organization wanted to gain a 360-degree view of customers to enable data-informed decision making across departments to meet strategic industry and revenue goals—while also appealing to a key segment that had grown unresponsive. AI seemed overwhelming at first, but getting bogged down... Read More

Tracking Brand Sentiment & Innovation Through Social Listening

A global consumer products company wanted to strengthen its social media monitoring capabilities by utilizing advanced text analytics to track brand sentiment and emerging innovation in the marketplace. ORI quickly and efficiently scraped social media data and translated it into brand sentiment insights—across multiple brands—while... Read More

A Humanistic Approach to Big Data

A Case Study of the Environmental Protection Agency By Edris Ibrahim, Solutions Architect, ORI When big data is mentioned, what is the first thing that comes to mind? Something like this? Or perhaps something more like this? What probably does not immediately come to mind... Read More

Translating Community Forum Data into Customer Insights

To better understand its customers, a leading product development company wanted to explore the unstructured data of open-ended conversations in its customer support and product idea online community forums hosted by a prominent vendor. By combining the client’s online forum data with its CRM and... Read More

Transforming Federal Agency’s Complex Survey Data With AI Text Analytics

A large government agency needed to analyze a high volume of responses to a biennial customer satisfaction survey conducted among more than 10,000 annuitants. The survey collects both closed- and open-ended responses on satisfaction with various retirement benefits and services. The agency wanted to understand... Read More

Decoding U.S. Credit Union’s Customer Satisfaction Drivers With Advanced Text Analytics

A large credit union wanted to quickly identify the root causes of its fluctuating customer satisfaction scores to pinpoint high and low satisfaction drivers, opportunities for improvement, and insights into its competitors’ strengths and weaknesses. Data analysis uncovered the primary factors that encourage retention, deter... Read More

Bridging Structured & Unstructured Data in Federal Agency’s Global Survey Results

A large government agency with international operations conducts an annual customer satisfaction survey in multiple languages to gather feedback on services provided at different locations worldwide. The survey’s mix of closed- and open-ended questions cover a wide range of service offerings across numerous branches of... Read More

Leading With Value for Project Managers: Strengthening Customer Relationships

An IT services government contractor wanted to improve the client relationship and business development (BD) skills of its mid-level project managers, with the goal of mobilizing the entire staff to increase sales. Our work together enhanced the team’s non-technical skills – the so-called “soft skills”... Read More

Member Insights Through Data Transformation

Innovative Analysis of Association Data Yields Rich New Member Insights The following case study synopsis is based on an ORI white paper. A mid-size industry association was at a crossroads: Having achieved dramatic growth by adding new membership categories, the association now served a much more... Read More

Building Stronger Relationships Builds Sales

A global insurance carrier sought to persuasively deliver a differentiated value message to the people and organizations that bought its policies. For many firms, this would be just a marketing communications matter; however, our client relied exclusively on independent agents to recommend and sell its... Read More

Audience Insights Delivers Multi-Mode Conference Evaluation

ORI’s Audience Insights solution enabled a nationally recognized industry conference to revamp its attendee evaluation process and greatly improve the utility of the feedback received. ORI had a big task: collect quality evaluations from the 1,300 attendees at a 2-day conference that consisted of 78... Read More