Customer Intelligence with Husqvarna Group

Today we manually export weekly customer support interactions like calls, emails and live chat and process them with a large language model to create contact reason report for a key product category. This report quantifies top contact reasons, volumes and 1st/2nd line splits, giving stakeholders a much clearer view of where customers struggle and why they reach out to us. It has already influenced content priorities, quality work and connectivity fixes, and is especially valuable as an early, less‑filtered feedback loop for new product launches.

However, the current process is manual, limited to CRM data for one product area, and delivered as a static document and email. We now want to automate the end‑to‑end flow, expand to additional data sources such as self‑service behavior, unsolicited feedback from social and reviews, and recurring NPS, and scale across multiple product categories like chainsaws, pressure washers and wheeled tractors. Our long‑term vision is a flexible platform or workflow where stakeholders can subscribe to the views and frequency they need, track trends over time, and see governance‑ready routing of issues by functional owner (e.g. marketing, content, operator manuals, product teams).

We are looking for startups or scale‑ups that can: ingest and analyze multi‑language, multi‑channel text data at scale, automatically classify and cluster contact reasons; highlight volumes and trends; and support configurable routing and alerting to different stakeholder groups. The ideal solution focuses first on robust, quantified insight rather than opaque “black‑box” prioritization, so that our teams can compare insights against their own backlogs and decision processes. Typical use cases range from automated weekly (or more frequent) contact reason reporting to trend dashboards, early‑warning signals on launches, and input for self‑service content improvements that ultimately reduce avoidable contacts.

By collaborating with Husqvarna Group, a startup has the opportunity to embed its solution at the core of how a global industrial brand listens to and acts on the voice of the customer, starting from an existing MVP and a highly engaged stakeholder base that is already asking for more insights. Together we will pilot the solution on live data, prove value on one or more priority product categories, and then scale across additional product lines and markets.

In a long‑term partnership, we see the startup becoming our strategic partner for customer friction and contact reason analytics: powering the automation, multi‑source integration, trend analysis and governance workflows, while we provide domain expertise, change management and access to a broad internal user base and, potentially, other companies in our wider network.