SANTALUCÍA transforms customer experience with an omnichannel feedback system that delivers real results

SANTALUCÍA built an omnichannel Voice of the Customer model that captures feedback across phone, digital, social, and reviews, creating a single, real-time view of customer interactions. This move from fragmented listening to a unified approach helps teams understand the full customer journey and act with clarity.

Customer feedback now flows directly into decision-making, turning insights into action. Follow-ups happen quickly and systematically, ensuring customers see real improvements and strengthening trust in the brand.

By integrating feedback into CRM workflows, SANTALUCÍA connects listening with action and results. Critical signals are routed to the right teams, issues are resolved faster, and every case is tracked from start to finish, driving accountability and learning.

This predictive model has transformed how the organization operates, breaking down silos, aligning teams, and creating a culture where every insight leads to better service and stronger relationships.