SaaS Scale-up
NLP Customer Intelligence Platform
LLM-powered customer feedback analysis that condensed 50k monthly reviews into actionable weekly insights.
95% time reduction
Key result delivered through this engagement.
The Challenge
The customer success team was drowning in unstructured feedback — reviews, support tickets, NPS responses — with no systematic way to extract signal and prioritise product decisions.
Our Solution
Built a custom NLP pipeline using fine-tuned LLMs for sentiment analysis, topic clustering, and automated insight generation, with a dashboard for product and leadership teams.
The Result
95% reduction in manual review time, identified 3 product issues each with >$1M ARR impact, and NPS score improved by 18 points within 6 months of acting on insights.
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