The teams that run on sandsiv+, and what changed when they did.

MTN Group lets each operating company pick its own Voice of the Customer platform. South Africa went with the incumbent, watched the results arriving from the operating companies on sandsiv+, and switched in 2023. The rebuild came in three waves: QR codes in the shops first, then collection across more touchpoints running itself, then one hub for asked-for feedback, unprompted feedback and operational data. Cameroon and Ivory Coast are now moving off their legacy systems.

“Our previous setup limited our ability to gather comprehensive feedback and respond with agility in a dynamic market. The maintenance costs also surpassed the benefits realised.”

Shops, web, app, contact centre and field service feed one platform, cloud-native on Kubernetes and hosted on premise. Surveys fire on what the customer just did, a house move, a contract change, a service contact, and a quarantine rule stops the same people being asked again and again. Praise in a free-text field is passed to the employee who earned it.

“We do not only see the room for improvement in the problems. Direct, positive customer feedback is one of the biggest motivators for our front-line teams.”

Each clinical unit gets its own live view of the feedback and acts on it. Employee feedback sits next to patient feedback in the same system. Patient data stays in Switzerland, in high-security data centres, on a platform that complies with ISO 27001.

“When our employees feel valued and supported, it naturally results in more compassionate care for our patients.”

Salt rates every service interaction while it is still fresh. Call surveys came first, shop visits and billing followed, and ad-hoc surveys cover the questions that come up once. The scope grows when Salt says so, not when a contract renews.

“We have chosen SANDSIV because they provide us a cost effective end-to-end solution, with a rapid setup period.”

Electricity and gas in 30 countries. Email, SMS, web, app, IVR, WhatsApp and Messenger, wired into the CRM, the ERP and the service systems that were already running. Back-end and front-end processes moved over a three-month project. Two further group entities came on in 2024 and 2025, and more regions are in discussion.

“sandsiv gave us a level of AI insight and operational speed we had never experienced. What previously took weeks to diagnose now surfaces in minutes, with clear and actionable signals for every department.”

Nobody was reading the open text. Swiss Life added InsightNarrator as a layer on top of the Voice of the Customer platform it already ran, and three weeks after the decision the team was reading analysed feedback from every qualitative source it holds.

“Swiss Life has selected sandsiv as a strategic extension to the existing VoC platform to close critical analytical gaps and strengthen our ability to systematically understand and act on customer feedback across all qualitative sources.”

The two flagship brands migrated without a break in collection. The four new brands took the design proven in the largest market as their blueprint. A survey on abandoned registrations traced 40% of them to one-time passwords failing on foreign phone numbers; the operator changed provider and abandonment fell. Time from feedback arriving to the team seeing it went from weeks to hours.