Eclectic Talents Group, which includes Smart Solutions, took first place in the “Best B2B CX Case” category at the Ukrainian CX Excellence 2026 Awards. This year, the awards featured more than 50 cases from over 30 companies, with winners selected by 54 independent experts.
The Group presented the case “Consistent Quality Without Losing Flexibility.” The project, launched in June 2025, is building a unified customer experience standard across all 11 brands within the ecosystem. Smart Solutions became one of the pilot brands in the area of customer voice management.
What has changed for our clients
Previously, we collected feedback through email surveys. Now we conduct phone interviews with clients. Live conversations have changed the quality of feedback: the share of responses containing specific comments increased from 47% to 98%. Almost every client now shares what exactly could be improved.
Each comment is added to the team’s action plan, and we later return to the client to check whether the changes have worked. This approach has led to regular meetings between clients, management and account managers, as well as a new communication standard for handling force majeure situations.
Following these changes, clients have started entrusting us with more tasks: the number of services per client has increased by 9.5%.
Why it matters
When a company outsources its HR processes, it wants to be confident in the result: vacancies are filled on time, employees are properly onboarded and documented, and clients are the first to know about important changes. A systematic approach to the voice of the customer helps us maintain this standard and identify issues before they affect your business.
“Expectations of business partners have changed fundamentally, and systematic customer experience transformation is becoming an investment with a horizon that determines business resilience,” – says Artem Nikishov, CEO of Eclectic Talents Group.
Have feedback or an idea on how we can work better? Contact your manager or submit a request on our website.
Smart Solutions. Smarter Together.
Fillin – an innovative alternative for temporary staff search
Smart Solutions has launched a new company and a sophisticated online portal FILLIN, allowing a quick and efficient access to temporary staff services.
Smart Pharma delivers high-quality pharmaceutical outsourcing services
“Management of organization’s daily workflow, payments for marketing services and bookkeeping — integrated approach to systematization of business processes from our subsidiary Smart Pharma”
Smart Pharma delivers high-quality pharmaceutical outsourcing services
Developed regional network, a highly professional team of medical representatives and detailed contact base make it possible to introduce new pharmaceutical products to the market faster
