Research firm Gartner released an interesting case study that covers Sprint’s use of analytics to keep its customers happy. What the carrier calls the ‘holistic voice of the customer program,’ or VoC for short, is running on ClickFox‘s famed BI software. The big data solutions maker’s portfolio focuses on measuring customer behavior, and providing insight from that via a more comprehensive view of things. That encompasses aspects from social media reactions to the reasons behind calls made to a customer support department.

Going back to Sprint, the company detailed how 20 “power users” make use of ClickFox’s platform on a daily basis to see where improvements can be made. That data ends up being viewed and used by over 1,000 other Sprint workers.

Based on this technology, the carrier has developed what the paper referred to as a “highly focused, highly structured process driven by customer satisfaction metrics.” The data is moved down the office hierarchy from the data scientists to store managers and support reps in the form of simplified dashboards.

Here are some of the figures Sprint published in the report:

Customer churn for Sprint has been reduced to less than 2% since 2Q10.

■ Sprint has seen the variation between high and low performers decrease by 42%, meaning its customers are more likely to receive a great experience from a high-performing agent.

■ Sprint’s positive social media sentiments have increased 25% in two years, while customers’ negative sentiments have fallen 26%, indicating customers are turning toward advocacy

ClickFox is quickly picking up momentum, thanks to the fact it taps an area that is transforming into a very big market opportunity. And it seems that other members of the ecosytem have also caught wind of the company’s potential. Last year ClickFox entered into a reseller agreement with Teradata, which is currently offering the former’s CRM analytics platform.