How real-time insights gave Tsebo a CX advantage
when relationships strain, CX strategy reconnects
Client: Tsebo Solutions Group
Location: Across Africa
Services Rendered: Real-Time Feedback via nsights, VoC Strategy, CX Data Optimisation
Completion: July 2023
about the client
Tsebo didn’t just want feedback—they needed visibility in the moments that mattered. We helped Tsebo turn real-time insights into faster decisions, and measurable client growth.
Tsebo Solutions Group is a leading African workplace management solutions provider, serving businesses across a variety of industries. To maintain competitive advantage, Tsebo needed faster, deeper insights into their client experience—without relying solely on post-project surveys.
problem
CX performance monitoring was reactive, slow, and disconnected from frontline service delivery.
goal
Capture real-time client feedback across service lines and use it to drive faster action and continuous improvement.
solution
Implemented nsights, a real-time CX platform, delivering live customer feedback, service alerts, and performance analytics.
overview
what we did.
why it worked.
Tsebo had a strong reputation for service delivery, but without real-time insight, small issues often went undetected until too late. Leadership needed a system that made CX visible daily, not quarterly.
Assessment & Analysis
Analysis showed that existing feedback channels captured general satisfaction—but lacked specificity and speed. This made early intervention difficult and missed key opportunities for service recovery.
Our Approach
We rolled out the nsights platform, offering live client feedback collection through surveys and service alerts. Custom dashboards gave teams instant access to client sentiment, satisfaction trends, and risk flags. Department managers were trained to respond dynamically and use CX data as a core performance metric.
Results
- Faster service recovery actions across key accounts
- Higher client retention and contract renewals
- Reduced escalation rates through early issue detection
- CX data now integrated into monthly operational reviews
key takeaways
goals met.
success achieved.
By leveraging nlightencx’s real-time insights platform, Tsebo elevated client retention, enhanced transparency, and empowered its teams to take informed, scalable action. The results? Consistent year-on-year CSI growth and client relationships that not only endure, but flourish.
The data revealed hidden risks, sharpening renewal strategies, accelerating acquisition, and equipping teams with insights into measurable service drivers.
Our strategic focus on customer centricity, coupled with performance measurement is directly linked to customer satisfaction scores and gives Tsebo a key brand differentiator. I’d definitely recommend nlightencx’s real-time research platform. It’s been such a useful tool for our sales and operational teams, because it’s enabled us to readily analyse trends, assess risk, and most importantly identify opportunities.
Johan Hoogeweegen
Tsebo Solutions Group
Group Customer Service Director
