Barloworld Equipment is the official dealer for Caterpillar in Southern Africa, serving industries such as mining, construction and agriculture through a vast network of dealers and service branches.
The Challenge
Barloworld Equipment operates across a complex network of branches and departments, each interacting with customers at multiple touchpoints. With operations spanning from Parts, Rental, Service, and Used Sales, the company needed a structured way to monitor and improve customer experience across more than 30 unique customer journeys. The key challenge was capturing consistent, actionable feedback across all dealer locations in Southern Africa, while ensuring that customer concerns were not only heard but addressed promptly. To drive meaningful improvement, Barloworld required an omni-channel solution that offered both granular visibility at the branch level and a consolidated view for regional leadership, delivered in real time.
Our Solution
To meet Barloworld Equipment’s needs, we implemented a comprehensive multi methodology CX research program tailored to their operational structure. We mapped and actively measure over 30 customer journeys across the Parts, Rental, Service, and Used Sales departments. Feedback is captured through a multi-channel approach — including CATI (Computer-Assisted Telephone-Interviewing), email surveys, and QR codes placed strategically at dealer locations, ensuring high reach and relevance. Customer responses are automatically ticketed and routed to the correct branch or regional team, where resolution progress is tracked in real time. A secure, access-controlled dashboard empowers stakeholders at every level with instant insights, enabling faster responses, greater accountability, and continuous improvement across the network.
The Results
The CX research program delivers measurable impact across Barloworld Equipment’s operations. By integrating real-time feedback and resolution tracking, the organization significantly improved response times and issue closure rates across all departments, which in turn resulted in an increased NPS. Branch and regional teams now have clear visibility into their customer experience performance, fostering a culture of accountability and service ownership. The centralized dashboard has enabled leadership to identify trends, benchmark performance, and make informed decisions faster. As a result, Barloworld has enhanced customer satisfaction, strengthened operational alignment, and built a more agile,customer-focused service model across Southern Africa. By embedding CX research directly into daily operations, we’ve helped Barloworld Equipment transform customer feedback into powerful tool for growth, responsiveness, and service quality across Southern Africa.
