How Sanitech used CX to strengthen national consistency
when relationships strain, CX strategy reconnects
Client: Sanitech
Location: Nationwide, South Africa
Services Rendered: Verbatim VoC Research, Journey Mapping
Completion: March 2024
about the client
When Sanitech realised CX could no longer be siloed or surface-level, they made a bold move: embed it across every division. The results speak for themselves.
Sanitech is South Africa’s largest sanitation company, operating across 26 branches with the largest rental fleet in the country. In 2022, they appointed their first National Customer Experience Manager to embed CX into their operations and stay ahead of customer expectations.
problem
CX performance varied widely between branches, and leadership had limited visibility of the true customer experience.
goal
Create a consistent customer journey by aligning internal teams around shared CX goals and measurable benchmarks.
solution
We used verbatim research and journey mapping to uncover pain points, driving cross-branch CX strategy and accountability.
overview
what we did.
why it worked.
Sanitech’s newly appointed National CX Manager knew she had to create alignment across all divisions—but needed the data to pinpoint what clients truly valued. That’s where nlightencx stepped in.
Assessment & Analysis
Our research revealed inconsistent customer engagement, particularly low senior leadership visibility at client sites. Branch performance varied, and there was no shared framework guiding the customer journey.
Our Approach
We conducted verbatim VoC research to map the customer journey, identified low service drivers, and designed a “quick wins” playbook to close gaps. A monthly reporting structure and a formal CX engagement plan were introduced to ensure accountability.
Results
- After implementing quick wins, Sanitech’s CSAT jumped from 73% to 80% in one year
- Branch managers now report on CX efforts monthly
- Leadership is more visible in the customer journey
- Customer journey mapping was formalised using the Eat Your Own Lunch framework
- CX metrics are now embedded in employee KPIs
key takeaways
goals met.
success achieved.
This CX transformation was driven by real insight, not assumptions. By identifying low service drivers and implementing fast, high-impact CX fixes, Sanitech strengthened client relationships and lifted CSAT scores from 73% to 80% in just one year.
With a clear engagement plan, mapped journeys, and team accountability, their customer experience strategy is now aligned, measurable, and on track to exceed expectations.
One of our clients indicated that they no longer wanted to do business with us. Subsequently, that client has been retained and has given us more business.
CAROLYN RYAN
Chief Operating Officer
Sanitech
