Understand the WHY behind Customer Experience
Clootrack is an intelligent customer experience analytics platform for enterprises and high-stake decision-makers. Our powerful AI-driven engine gathers and analyzes billions of customer reviews to help you understand why your customer experience drops. All in real-time.
Clootrack obtains open-ended customer conversations from a wide range of data sources - both online and private enterprise data. Online data sources include eCommerce sites, forums, blogs, social media, etc. Private enterprise data can be any data source in the text including customer care tickets, open-ended NPS surveys, website/app feedback, chatbots etc.
Clootrack insights are unbiased, require minimal configuration and support 55 languages. Time to go live is 7 days!
Clootrack Analytics is used by 150+ large enterprises globally, including fortune 500 companies.
Clootrack is also used by renowned Market research platforms to publish category studies. Find some samples here: http://bit.ly/30Tauaj
Use cases of how Clootrack is used by enterprises
1) Unified View of Customer Experience
Clootrack presents a single view of customer experience based on customer feedback from diverse channels both online and enterprise data. This helps as a single source of truth across departments which helps to align stakeholders and act on focus areas fast.
2) Unified View of Brand Health
Clootrack platform acts as a real-time brand track, obtaining competitive intelligence on a regular basis for brands to see how their equity moves vis a vis competition.
3) eCommerce Category Benchmarking
Continuously benchmark your brand's performance vis a vis competition across all major eCommerce platforms. Obtain a real-time view of factors that drive star ratings
4) Identify Whitespace Opportunities
Clootrack helps you identify whitespace opportunities in your category and adjacencies close to real-time. The analysis is unbiased and based on millions of customer conversations online.

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Lowe Lintas, Deloitte, TFG, Wipro Consumers, TFG, Kotak, ICICI, Crompton, Mahindra & Mahindra. Clootrack insights are also used by renowned market research platforms like Research and Markets, Statista, marketresearch.com etc. You can find some such studies here: http://bit.ly/30Tauaj

Customer Experience - Know the Whys
Brands today offer some of the best products and services. However they still struggle to win the market, and be market leaders.
Understand why customers churn using Clootrack.
Clootrack helps you understand customer experience factors that make customers stay, and differentiate with competition.

Unified View of Customer Experience for Energy Retail
Brand A is an Indian Utility Major with 3 Million+ customers. Brand A has been tracking customer conversations from multiple channels like Customer Care Calls, Emails, Chatbots etc for a long time.
However the whole exercise was not able to give a picture of overall priorities of customers. Hence the remedy actions were all in silos, failing to make a significant impact to customer experience.
Clootrack helped Brand A to obtain a Unified View of Customer Experience from diverse customer conversations. This helped brand for the following:
- Single view of diverse customer interactions at macro level
- Clarity of customer priorities
- Alignment between diverse teams
- Clarity to senior management
- Focused actions driving NPS scores up like never before

Continuous VoC Data: A Banking Case Study
Companies that implement a voice of customer (VOC) strategy generate a 10x greater year-over-year increase in annual company revenue.
Today’s tech-savvy customers search for information about bank products and services using forums, social media, review sites, and other online resources. At the same time, they do not hesitate to share feedback about their own experiences using the same channels — rating the products, writing reviews, and sharing experience on every interaction with the bank that they both love and hate. Banks might view this as a liability as it comes with certain pain points.
But customer-driven banks view this wealth of customer feedback as an immense, never-ending source of customer intelligence.

Top 4 Consumer Priorities From Telecom Brands
The Telecom industry is an extremely competitive space. Customer preferences keep changing at a rapid pace. Therefore, to keep pace with the changes & meet customer expectations is a big challenge.
Of late, the choice is made based heavily on online reviews. Bad reviews attract attention disproportionately. This adds to the challenge of managing customer perceptions.
This video attempts to understand customer perceptions & key drivers of the Telecom industry.

Top 5 Consumer Priorities For Online Gold Jewellery in India
Online shopping has gone to an extent that people prefer to buy high-worth items such as gold jewelry also online.
There can be nothing more comfortable to sit at the convenience of your home and take the opinions of friends and family by sharing pictures before buying your favorite piece of jewelry. But it is also true that people don’t trust online jewelry websites so easily.
Clootrack analyzed online consumer conversations and has put together a list of features that customers prefer in an online jewelry store.

Top 5 Insights From Consumer Analysis of Watches in India
Over the last few years, watches have gained significant popularity as a fashion accessory as well as a fitness accessory. Lately, watches are recognized as a status symbol and come with a combination of style and technology. Consumers often choose a watch that gives them the highest utility, and thus consumers’ preferences can be easily observed through their choices. It is found that style, design, and quality have a significant influence on the process of determining preferences. This report aims to help watch manufacturers understand the true preferences of Indian consumers.

Top 5 Consumer Preferences For Online Cosmetics in India
The cosmetics market is estimated to grow to a whopping $430 billion by 2022 globally. For the forecasted period of 2016 to 2022, the expected CAGR is 4.3%.
Due to the considerable increase in the disposable income of people and increased lifestyle changes, the cosmetics market has seen considerable growth in recent years.
Here, we bring insights into the essential features and competitor analysis relating to online cosmetics.

Top 4 Priorities of Luxury Hotel Guests in the US
Luxury hotels have emerged as the fastest-growing segment within the hotel industry with a CAGR of 3.79%. With an increase in disposable income, individuals are keen on indulging in foreign experiences and traveling. This rising trend has seen an expansion in the luxury hotel industry. What goes on in a guest’s mind as they book their accommodation? What sets one hotel apart from the other?
Stay with us to know about the latest and upcoming trends that are shaping the hotel industry!

Top 5 Priorities For Consumers of Washing Machines in Romania
The global residential washing machine market is estimated to touch $53,193 million by 2023 from $36,648 million in 2016 with a CAGR of 5.5% between 2017- 2023.
We provide deep consumer insights into the washing machine industry covering the perception drivers, emerging trends, brand equity research, customer beliefs, consumer behavior, and much more interesting aspects.

US Airports: Passenger Priorities Pre & Post-COVID
US airports recorded an all-time high of 1.1 billion domestic and international scheduled service passengers in 2019, 3.9% higher than in 2018 according to the Bureau of Transportation Statistics. Post COVID-19, US airports witnessed 51% lesser passengers in March 2020 compared to March 2019. Air travel experts have projected air travel to resume fully within the next 18 to 24 months. Here we discuss the Key Category Drivers for US Airports Pre-COVID and post-COVID.

Top Priorities of Airport Passengers in Asia – Pre and Post-COVID
Many air passengers will probably refrain from flying for some time to come, but most of us will come back to an airport at some point.
After COVID, airports need to continuously offer new ways to keep passengers safe, healthy, socially distanced, and reassured overall.
We present the findings on passenger behavior and preferences that are linked to their air travel journey and experiences.

Top Priorities for European Airport Passengers – Pre and Post COVID
Can airports exceed passenger expectations? This can happen only when there is alignment in terms of what airports think passengers want, versus what passengers really want from an airport. If airports are willing to listen, air passengers are more than happy to share their demands and expectations about how they’d like the travel experience to be improved.
When Clootrack analyzed 3,591 online conversations of Europe airport passengers, it came out clear that passengers have their own wish list.
Clootrack lists the top 7 category drivers for Europe Airports during pre-COVID period.
The above insights are just a sample. Reach out to us for the complete demo.

Passenger Priorities From Cruise Lines Pre & Post COVID
How are cruise lines preparing to cope up with the COVID situation? Are ships better equipped and experienced to manage and monitor the health conditions of those on board? Smart companies will quickly focus on the long-term and start planning now.

5 Powerful Consumer Insights of Cryptocurrency in China
China's cryptocurrency market is the largest amongst APAC countries. It has some of the big mining companies such as Bitman and Ebang Communication. Conditions such as good weather, low electricity cost, and the influx of venture capital funding are making it favorable for the growth of cryptocurrency in China.
Through a detailed analysis of 14,650 customer conversations, Clootrack has created a list of the top four customer perception drivers that customers associate with cryptocurrency in China.

Top 4 Priorities From Consumers of Biscuits in India
As per research reports, the Indian biscuit market is projected to grow at a compound annual growth rate (CAGR) of 11.27% to reach $7.25 billion by 2022. The biscuit industry is driven by the increasing consumption of packaged and convenience foods, the availability of a variety of biscuits, and an increase in disposable income among the urban and rural Indian population. Demand for high fiber, organic variants, natural flavors, and affordable cost are driving the biscuit makers to introduce the diversity of tastes and benefits ranging from health and nutrition to pure indulgence. Here, we bring deep insights into the biscuit industry, covering the customer perception drivers, must-have features, brand equity, and many more interesting aspects.

5 Must Have Features of Cryptocurrency Wallets
In this video, we bring deep insights into the cryptocurrency wallets covering the top adoption drivers.
Through a detailed analysis of 6,891 online consumer conversations, Clootrack has listed down the top 5 perception drivers that buyers consider while buying a cryptocurrency wallet.
This video will offer insights for entrepreneurs who plan to foray into the cryptocurrency wallet industry worldwide.

Top 5 Features Indian Consumers Look For In Luxury Cars
Here are top 5 features Indian Consumers Look For in luxury cars in the segment of BMW 3 Series, Mercedes C Class, Volvo V40 and Audi A4.
The above insights are just a sample. Please reach out to us for the complete demo of the platform.

4 Factors That Form Ingredients of a Winning Snack
Clootrack analyzed 10,215 online consumer conversations over a period of 12 months to identify the most important drivers that tempt consumers to choose a snack.
The above insights are just a sample. Please reach out to us for the complete demo of the platform.

Top 6 drivers Impacting purchase of dark chocolate
Through a detailed analysis of 675 online consumer conversations, Clootrack has listed down the top 6 drivers that buyers consider while making a purchase of a dark chocolate
The above insights are just a sample. Please reach out to us for the complete demo of the platform.

5 factors that consumers consider while buying an air purifier
The rising level of air pollution and growing health consciousness among consumers has pushed the global air purifiers market to an estimated $29 billion by 2021. The residential air purifiers market is expected to register a CAGR of over 6% for the period 2018-2023. This report offers an in-depth analysis of the air purifier industry. Identify investment opportunities using customer perception drivers and customer beliefs.
The above insights are just a sample. Please reach out to us for the complete demo of the platform.

Life Insurance : 5 Key Adoption Drivers Based on Customer Experience
Here is what customers of life insurance in India have to say. Through a detailed analysis of 63,689 online consumer conversations, Clootrack has listed down the top 5 features that are essential for customers of Life Insurance providers.
The above insights are just a sample. Please reach out to us for the complete demo of the platform.
Reviews
the project
Customer Data Analytics for Branding Innovation Firm
“The most impressive aspect was their approach and intuitiveness to understand our needs and goals.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the CEO of a branding firm.
What challenge were you trying to address with Clootrack?
Our business challenge was with a Norwegian nutrient supplement company that was interested in getting a snapshot of the US supplement marketplace.
What was the scope of their involvement?
Clooktrack provided us with consumer data analytics services at an incredible scale. The team worked with AI, machine learning, and natural language processing. They checked consumer reviews on e-commerce sites that mentioned certain brands and also the sentiment towards them.
They provided us with a data set that encompassed about 100,000 reviews from the categories we were interested in. They managed the entire project and provided insights into the collected data.
What is the team composition?
I worked with around five team members.
How did you come to work with Clootrack?
They were referred to me by a colleague. I chose to work with Clootrack because of their general disposition; they’re easy-going, friendly, and very approachable. They were interested in helping us succeed.
How much have you invested with them?
Our company invested around $25,000.
What is the status of this engagement?
Our engagement lasted from January–April 2021.
What evidence can you share that demonstrates the impact of the engagement?
Their work allowed us to have a bigger impact on our client. Being able to look at all the data they provided was very exciting for us. It helped us determine how to best position a foreign brand entering the US market.
How did Clootrack perform from a project management standpoint?
The team did well from that standpoint. They articulated clearly what the schedule was going to be, and then updated us regularly. They communicated the work progress and delivered the data set by sending us an email with a dashboard where we could see the results. If we needed assistance, they’d spend time with us. We also had video conferences.
What did you find most impressive about them?
The most impressive aspect was their approach and intuitiveness to understand our needs and goals. They were accommodating and open, providing the data and helping us with insights. Their technology skill set was also very good.
Are there any areas they could improve?
Their areas of investigation were clear, and we did a good job talking that through as a team. However, I think it’s an area where they can continue to build their business and differentiate themselves from the competition. Clootrack could also have a higher level of self-service.
Any advice for potential customers?
My advice would be to communicate to Clootrack your requirements and needed insights, so they can understand what you’re trying to achieve. This is helpful for them to organize the technology around your objectives.
the project
Market Research for Electrical Appliance Firm
"It’s comfortable working with them, and they bring value to our business."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
Crompton Greaves is a consumer electrical products company, primarily lights and appliances. We have a central marketing organization that services all product categories. I report to the CMO, and I’m primarily responsible for marketing intelligence and consumer insights.
What challenge were you trying to address with Clootrack?
Our main challenge was decoding the conversation going on in Indian e-commerce across multiple languages. Clootrack provided us a machine learning tool that can decode the sentiments of various conversations and classify those using a standard template.
Our previous agency was managing this aspect through manual intervention. We did a couple of experiments with them in previous years, and the tasks came out as close as the ones did manually.
What was the scope of their involvement?
The initial project we did was on category understanding regarding how smart home trends are evolving. Clootrack crawled through one-years’ worth of data and segregated sentiments into different categories.
They did a mapping of our brand equity, producing both quantitative and qualitative data. Recently, we’ve worked with them on collating product reviews on our e-commerce platform.
What is the team composition?
I was initially in touch with Shameel (Co-Founder & CEO) and Subbakrishna (Co-Founder & CTO). Most of the communication has been with Shameel, and they have a team of 3-4 working on the deliveries.
How did you come to work with Clootrack?
I found them through an ex-colleague that had worked with them in the past, and I met their founders. Their background and the transparent manner in which they explained their tools gave us the confidence to work with them.
They offered machine learning tools that could work across multiple languages, which none of their competitors had.
How much have you invested with them?
The cost depends on the project. We’ve spent 2 million–3 million Indian rupees (approximately $27,500–$41,000 USD) so far.
What is the status of this engagement?
Our engagement with Clootrack started in March 2019.
What evidence can you share that demonstrates the impact of the engagement?
Compared to our previous agency, Clootrack delivered the same quality and accuracy in much less time.
Success is based on the potency of the action plans we’re able to devise and on the clarity of the data. We run similar products with Clootrack every 3–6 months, and it has been beneficial in terms of business decisions and outcomes. We’ve had 5–6 projects with them so far.
How did Clootrack perform from a project management standpoint?
Their two founders are attentive in serving us. They’re flexible, understanding our scopes well. It’s comfortable working with them, and they bring value to our business.
They adhere to our timelines, and they’re transparent. If they tell us it’ll take five days or four weeks, it will. I’m able to manage workflows with them better than with anyone else.
We communicate through email and phone calls, and we had face-to-face meetings before COVID. We haven’t used project management tools.
What did you find most impressive about them?
Their team has technically-sound capabilities. They have a fundamental knowledge of the languages across India. That gives them a unique position in the market.
Are there any areas they could improve?
An improvement would be in terms of the frontend delivery and the data visualization tools used. We have a lot of data and stories to tell, so visualization can become lengthy and complicated to go through for people who aren’t used to disseminating a lot of data.
Clootrack should ensure that they can talk to the marketing people more easily.
Do you have any advice for potential customers?
Someone working with them might have to spend more time in the initial phase, to decode what Clootrack is saying for the internal stakeholders.
the project
Data Analytics for AI Market Research & Consulting Company
“Clootrack is very transparent about their capabilities. That’s a very commendable quality for a data partner.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m a commercial director of an AI research and consulting company. We provide market research and consulting services to companies in SMCG, pharmaceutical, and financial services industries. Our clients are mostly Fortune 500 companies with offices and projects all around the world. In my role, we focus on data-driven digital and e-commerce performance.
What challenge were you trying to address with Clootrack?
One of the key components of our services is data. We brought them on to provide breadth and depth of unbiased information from online sources. We use that data and AI to solve business challenges in terms of branding, competitor insight, new product launch strategies, and so forth for our clients.
What was the scope of their involvement?
When we get a project from our client, we look at what kind of questions would require data from online sources. Then, we approach Clootrack with a brief of our own and involve them in the client’s business challenge.
We provide background on what kind of areas we’d like the data and questions we’d like the data to answer. Then, we rely on their expertise to suggest the sources, the quality, and the quantum of data that would be required to meet our needs.
What is the team composition?
I work with the CEO, COO, data scientists, and their product team.
How did you come to work with Clootrack?
Clootrack was in our network of data service providers, clients, and close circle of colleagues that we had worked with in the past. I can’t recall exactly how we got in touch but it was definitely through one of our clients or colleagues who recommended them.
How much have you invested with them?
We’ve invested close to $750,000.
What is the status of this engagement?
Our ongoing engagement started in January 2018.
What evidence can you share that demonstrates the impact of the engagement?
With Clootrack’s efforts, we provide a very differentiated new-age form of market research using AI which is trying to disrupt traditional methodology. Our clients compare us with incumbent vendors and the insight they receive from those incumbent vendors. Our partnership with Clootrack has enabled us to be better on the quality of data, the unbiases of data, as well as the speed and efficiency in which we deliver the insights.
Secondly, clients compare us with other vendors that go to them with a similar capability. More often than not, our clients have come back and said the breadth of sources and quality of data that we provide through Clootrack is superior to what the competition provides.
How did Clootrack perform from a project management standpoint?
Clootrack is very responsive. From a deadline standpoint, they have a 90% success rate to what they commit; this is pretty good for us. From a project management standpoint, they have dedicated resources for the projects. That really helps us because we get exclusive access to their data scientists and to the product team in helping us move our projects along faster than usual.
What did you find most impressive about them?
They’re very honest and clear about what they can and can’t do. They keep us honest within the regulatory boundaries as well. In this particular world of data science and AI, there’s a tendency of overpromising or overcommitting in solving problems. Clootrack is very transparent about their capabilities. That’s a very commendable quality for a data partner.
Are there any areas they could improve?
The only area that needs improvement is industry knowledge. Their knowledge required to add more value, for example in financial analysis, has improved significantly throughout the engagement.
However, I’d recommend they continue building their expertise in this area. Then, they’ll be able to contribute with higher value-added services in the future. Their expertise lies in tech and data. Maybe they can try to incorporate industry knowledge to make their services holistic.
Do you have any advice for potential customers?
Frame your problem and allow Clootrack to be part of the solution. Be very descriptive in what’s required. They’re very bright people who can add a lot more in terms of insights more than just providing data.
the project
Client Analysis for Banking Institution
"They were on top of it."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I was the head of customer experience at a bank.
What challenges were you trying to address with Clootrack?
We had over three years of customer feedback and comments we’d collected. We wanted a way to analyze it and look at trends arising from language use. We hired Clootrack to help us with this by doing text analysis.
What was the scope of their involvement?
They provided ongoing data and text analysis support to us. We share customer feedback data with them, and they analyze it and share their findings with us on dashboards that can be assessed at an organizational level.
We also identified a set of competitors that we wanted to track. They helped us track their feedback using publicly available information such as online reviews, social media comments, etc.
What is the team composition?
We worked with three different people. The senior management team acted as our primary point of contact.
How did you come to work with Clootrack?
I was involved in the selection process. We started with a pilot project where we provided them with a small set of data. We were happy with the work they provided, so we decided to move forward and sign a three-year contract with them.
How much have you invested in them?
We spent about 15 lakhs (approximately $20,572 USD).
What is the status of this engagement?
We started working together in mid-2018. The project is ongoing though I’m no longer with the company.
What evidence can you share that demonstrates the impact of the engagement?
Their work allowed us to quantify open-ended feedback. We got positive feedback on the system from internal stakeholders. The system has allowed us to flag things quickly and respond accordingly. It’s also helped us keep tabs on competitors and industry trends.
It gave us detailed feedback on business processes and different interventions.
How did Clootrack perform from a project management standpoint?
We primarily communicated with them via email. They were on top of it.
What did you find most impressive about them?
Broadly, we were pleased with the work they provided and the level of granularity we can achieve with our analysis now.
Are there any areas they could improve?
It can be difficult for someone without a statistics background to understand the methodology they use to arrive at certain numbers or conclusions. There’s a little more work they could do to make their resources more user-friendly.
the project
Social Media Marketing Analytics for Marketing Company
"I’m happy with their performance."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the head of social media analytics for a marketing company.
I look at Facebook Ads and Google Ads to get the most out of the ad platforms we have through email marketing. I also analyze all our customer data and segmentation to make the most of our marketing efforts.
What challenge were you trying to address with Clootrack?
We needed help with social media analytics.
What was the scope of their involvement?
Clootrack helped us identify the key drivers of conversation and key messaging of our target group on social media. We could then target accordingly.
What is the team composition?
I was in contact with three people.
How did you come to work with Clootrack?
They were shortlisted. I’m not exactly sure how that process went.
What is the status of this engagement?
We worked together from November–December 2019.
What evidence can you share that demonstrates the impact of the engagement?
We were able to identify our main objective. We needed to find the key drivers that drive social media communication.
How did Clootrack perform from a project management standpoint?
We communicated through phone calls and emails. Our communication was pretty clear. We had regular feedback checks at each checkpoint, which helped the project be implemented the way we wanted it. They also met deadlines.
What did you find most impressive about them?
Their team helps clients find the drivers of conversation that are difficult to identify on social media. It helped us to streamline our conversation into relevant buckets. They’re great at what they do, and I’d use them again.
Are there any areas they could improve?
No, they delivered as to our expectations. I’m happy with their performance.
Do you have any advice for potential customers?
Be clear on your objectives and what you want to get out of it.
the project
Client Analytics Research for E-Commerce Company
"They understood our needs in their totality, and delivered everything we asked for."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m an assistant manager for process excellence at Tata CLiQ, an open marketplace with different categories.
What challenge were you trying to address with Clootrack?
We offer a lot of mediums for our customers to make their voices heard: product reviews, surveys, and a section where customers can write about their experience.
We were looking for someone who could create a more structured version of these channels to get more valuable output. We had interactions with multiple vendors before starting on different POCs.
What was the scope of their involvement?
We weren’t initially sure how we could get meaningful output from the unstructured customer-voice channels we had.
We had an initial ideation stage with Shameel (Co-Founder & CEO) and his team. As per our discussions and requirements, they made several dashboards.
What is the team composition?
We’re working with Shameel and different members of his team.
How did you come to work with Clootrack?
The head of our technology team came across them at a seminar or other event. When the need arose, we discussed it with them.
How much have you invested with them?
Our plan calls for 100,000 Indian rupees (approximately $1,400 USD) per month.
What is the status of this engagement?
We started working with them in May 2020, and we’re currently finalizing the proof-of-concept stage.
What evidence can you share that demonstrates the impact of the engagement?
We’ve signed up for a one-year plan with them to build and maintain 8–10 dashboards. After the final stages of development, we’ll present the dashboards to the heads of our organization.
It’s been a great experience working with everyone at Clootrack, from the design team to the development team. They understood our needs in their totality, and delivered everything we asked for.
How did Clootrack perform from a project management standpoint?
Clootrack is really good in this respect. They understood what we wanted, and they’ve managed the timelines well.
With all the tasks were given to them, they were on time. They were able to bring in more designers when we asked for it.
What did you find most impressive about them?
We had POCs with multiple vendors, and Clootrack stood out in terms of their collaborative process.
Are there any areas they could improve?
They’re a talented team, and they were flexible in meeting our demands. The only feedback I’ve given them is to come up with more flexible payment plans.
Do you have any advice for potential customers?
Clootrack is a good option for people looking to experiment with concepts.
the project
Market Research for Global Consulting Firm
"I see Clootrack as part of my own team."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the founder and principal consultant for a business and management consulting company.
What challenge were you trying to address with Clootrack?
I was looking for a company that could help me to answer questions in research but in a much more authentic fashion, rather than going around with a questionnaire to people and asking them questions. That kind of format has a lot of bias.
What was the scope of their involvement?
We’ve worked on projects around market research. Typically, we start by approaching Clootrack when we have already had some preliminary discussions with the client. If the client wants to understand consumers in a certain region, they might be trying to understand a particular category.
Initially, we pitch to the client. We understand what they want. Once we have an understanding, we go to Clootrack with a research brief of what we want to understand and the market we are trying to understand.
After working on 5-6 projects together, we know we need to give them some kind of format, what kind of datapoints we want, or what kind of analysis we want. We are much clearer on our side now and they are able to understand us better.
Then there’s another round of checking the data to see if things are making sense or if something is missed. Sometimes that happens and we have to deep dive a little bit. They’re very cooperative even if it means they have to do a small run or check something or do a little more detail. We go through that step before we get a final output which we take. As consultants, we then put the story around it, put the marketing inside, strategy, action plans, what the brand should be doing, etc.
Projects are an average of four weeks.
What is the team composition?
I typically talk to the CEO as well as one of the senior sales service people. I also interact with the tech head and another person.
How did you come to work with Clootrack?
One of my close friends in Dubai knew of Clootrack and connected us in mid-2018. We started talking and I was lucky enough to get along with them. It also helped them in a way that I had marketing experience because they weren’t as well structured back then. We had very good discussions which led to a contract being established.
How much have you invested with them?
We’ve spent between $10,000-$15,000. We could have been double that if it weren’t for COVID-19.
What is the status of this engagement?
We started working together in January 2019 and the work is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
In terms of insights, we presented to a government body here that looks at transportation systems. They run the metros and busses. The kind of feedback that we got in terms of the insight being bang on was very good.
The tool works for sure. It works better than traditional tools. I’ve also taken it to some of my ex-business VPs of the region and they all have appreciated the insight and quality.
How did Clootrack perform from a project management standpoint?
We communicate in a pretty informal way. We use WhatsApp most of the time. We have Zoom calls every now and then and the briefs are a little more formal. They go in an email and are copied to my marketing. General communication is like any team member.
I see Clootrack as part of my own team. It’s as if they are my tech team sitting in India and my marketing strategy team sitting here.
What did you find most impressive about them?
I’ve seen a lot of tools similar to Clootrack’s, but most of them are social media listening tools, and none of them go to the level of analytics that we can with Clootrack. This whole concept of getting into emotions and tonality of the emotions is definitely unique.
The second part of the uniqueness comes through the fact that it’s not just online conversations but also that we can take internal enterprise data whether it’s banking data or telecom or auto sector.
I also see Clootrack as very focused on what they like to do. They’re tech people. They understand machine learning, how to break up the sentence, how to get the machine to read, analyze, etc. It helps me to focus on what I do better, which is to think of the marketing story and strategy around it, and the brand insights that come along with it.
We work complementary to one another, which is what I love about our partnership. They provide a flexible tool based on the client and the project need. Our clients are typically smaller or medium-sized enterprises. We provide them the quality of having worked in large multinationals but in a flexible, cost-effective fashion. Clootrack helps us to do that.
Are there any areas they could improve?
They have improved quite a lot on some of the analysis. There are a couple of areas I’ve discussed with them.
Sometimes we present to clients and clients want to dive into an area we didn’t think of. They need to be sure to have the ability to store that information at least until the whole loop with the client is closed.
There’s also an area where we tried to research in Egypt versus Saudi Arabia. The Arabic slang and the language has its own variations as you go. The language might be the same but how it is spoken is different. How we make the tool more robust would definitely be an area that we have to keep working at. It’s something that has to be improved as we go along.
Sometimes the team is very quick to respond back saying they can’t do something after I give them a brief. One of my pieces of feedback has been they should approach it by telling me that the way I defined it, they aren’t finding anything, and then ask if there’s something else they can do to help solve it. As consultants, we don’t like to go back to a client and say we can’t do it. I have discussed this with them and it’s something they have significantly improved.
Do you have any advice for potential customers?
You need to understand and work with their strengths. A lot of times people feel everybody should be doing everything which basically means nobody does anything.
the project
Data & Market Insights for Automotive Manufacturer
"There has not been a single occasion where they have missed a deadline."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m an executive at an automotive company. We manufacture and sell automobiles.
What challenge were you trying to address with Clootrack?
We hired Clootrack because they were a cost-effective way of getting insight into our customers and the market.
What was the scope of their involvement?
They provide insights on our competition, products, customers, and new brands in the automotive category. This helps us in terms of understanding more about the market, our customers, and the competition.
What is the team composition?
I am in touch with the CEO, CTO, and a couple of other team members.
How did you come to work with Clootrack?
We were scouting some companies that could provide AI-based insights for us. We came across Clootrack and decided to try them out.
How much have you invested in them?
We have a rate contract with them, and we pay them on a per study basis. If we were to look at what we have paid them up until now, it would be about 13 Lakh Indian Rupees (approximately $17,766 USD).
What is the status of this engagement?
We started working together in May 2019, and we have an ongoing relationship. We engage them whenever we have a requirement. Our last engagement with them was in March 2020.
What evidence can you share that demonstrates the impact of the engagement?
I think the quality of the service has been excellent. They’ve been prompt and responsive. We have received the highest level of attention from them. The quality of the insights has also been excellent. They’re quite willing to respond to our requirements, and when we have queries, they’re addressed. We have found the quality to be outstanding.
How did Clootrack perform from a project management standpoint?
We correspond via email as well as on the phone. We had a couple of face-to-face meetings, but we predominately communicate over email and phone. They are very good at meeting deadlines. There has not been a single occasion where they have missed a deadline.
What did you find most impressive about them?
My favorite part of working together is their technology engine. That has been an interesting part for us because we have understood the capabilities of new technologies in insight. There is a huge amount of data on the platform for generating insights. It has been an alternative way of doing insights for us, and it is quite cost-effective.
Are there any areas they could improve?
No, I don’t think there are any criticisms. In our relationship, we had had times when we wanted them to sort out something, and they have taken care of it to our satisfaction.
Do you have any advice for potential customers?
I would definitely strongly recommend them to people who are looking to engage with them.
The partnership with Clootrack was incredibly satisfactory. The team's delivered data sets had an important and positive influence on the end client's project. Their adaptability, great technical knowledge, and goal-oriented approach stood out. Communication was also well-established.