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Adcorp Solutions Group

How strategic CX reconnected this B2B brand with its clients

Discover how Adcorp used customer experience strategy and VoC insights to retain clients, drive growth, and build stronger B2B relationships.
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when relationships strain, CX strategy reconnects

Client: Adcorp Group Solutions

Location: Johannesburg, South Africa

Services Rendered: CX research

Completion: December 2022

about the client

For Adcorp, relationships are the product. But with competition increasing, they needed a CX approach that would make those relationships stronger, deeper, and harder to replicate.

Adcorp is a JSE-listed workforce solutions provider helping organisations streamline complex staffing and skills processes. With a broad client base and an offering considered largely commoditised, standing out in a competitive market required a CX strategy rooted in relationship-building.
problem

Key client relationships were at risk of becoming transactional, reducing retention, upsell, and innovation opportunities.

goal

Use CX to protect and grow client relationships by better understanding how clients experience Adcorp’s services.

solution

Voice of Customer (VoC) research and relationship insights to respond proactively to issues, deepen trust, and surface growth opportunities.

overview

what we did.
why it worked.

In a market where service offerings are often interchangeable, Adcorp made a strategic decision to differentiate through client experience. We helped them operationalise this by turning relationship sentiment into strategy.

Assessment & Analysis

Client feedback showed that although delivery was consistent, emotional engagement and strategic alignment were sometimes missing. Relationships were at risk of drifting into “just another supplier” territory.

Our Approach

We designed a VoC programme tailored specifically to Adcorp’s B2B model, focusing on relationship quality, account insights, and opportunity triggers. This included real-time client interviews, thematic insight reporting, and relationship mapping across multiple service lines.

Results

  • VoC insights helped retain major accounts under competitive pressure
  • CX intelligence revealed upsell opportunities based on client-stated needs
  • Relationship issues were surfaced and resolved before escalation
  • Multiple service lines were cross-introduced through CX-triggered conversations
key takeaways

goals met.
success achieved.

This CX transformation wasn’t just about fixing issues, it was about future-proofing how Adcorp connects with its clients. The shift empowered teams with the clarity to act fast, the empathy to act right, and the insight to keep evolving. It’s proof that when customer feedback is operationalised, impact follows.

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After implementing our tailored VoC programme, Adcorp experienced immediate value in the quality of their CX data. The new feedback loop empowered them to respond more effectively and build long-term customer confidence.

We are a listed company with an Executive Board and external stakeholders. It is a strategic imperative that we are able to measure and maintain our CSAT scores. It is also vital that we use an independent third party who are specialists in this field to provide us and the Board with up-to-date information on how we are doing. The results are taken very seriously, and are used to build the value proposition of the Adcorp brand. I can confidently proclaim that we are invested in maintaining and improving service levels. We are also confident that we are a sustainable business.

Bruce Toerien

MD: Contingent Staffing
Adcorp Group