Background

Bertelsmann India Investments (BII), a global venture capital firm, was evaluating a HealthTech company offering female health deeptech solutions in the U.S. market. While financial metrics showed promise, the team needed clarity on customer sentiment, brand trust, and retention drivers to assess the company’s long-term growth potential.

Given the sensitive nature of the category, traditional methods like surveys and interviews failed to capture authentic consumer experiences. To move beyond surface-level insights, BII sought a scalable, data-driven way to analyze unstructured customer feedback. The goal was to extract real-time sentiment trends and evaluate product-market fit and long-term consumer alignment.

Major obstacles

For BII, the core challenge wasn’t financial modeling. It was the lack of scalable consumer insights in a category where privacy and sensitivity prevent direct feedback.

Traditional due diligence couldn’t uncover usage friction, performance issues, or competitive positioning.

Without access to unstructured feedback at scale, the team lacked visibility into customer sentiment, brand trust, and real-world barriers like pricing and availability.

These insights were critical to assess long-term revenue potential, repeat usage, and how the brand compared in both online and offline channels across the US female healthcare landscape.

The
Clootrack solution

What Clootrack delivered

To overcome data access limitations, BII used Clootrack, an AI-driven CX analytics platform that processes unstructured feedback at scale. Clootrack analyzed public reviews and conversations using unsupervised models to extract real-time sentiment, without relying on first-party data. Unlike traditional tools, it continuously detects emerging themes and uncovers insights missed by predefined tags or surveys.

Clootrack delivered an NPS benchmark, surfaced recurring issues around pricing, availability, and performance, and identified competitive gaps in offline retail presence. It also revealed whether growth was driven by genuine satisfaction or short-term marketing spikes. In parallel, it surfaced intent signals such as repeat usage and likelihood to recommend, which are critical indicators for evaluating a DIY DeepTech product.

Promising result

Clootrack replaced assumptions with real consumer intelligence, surfacing insights that traditional methods couldn’t reach. It enabled a faster, deeper understanding of a complex, high-sensitivity product category. In markets like US healthcare, where customers are hard to reach and sentiment is often buried, Clootrack proved instrumental in decoding the voice of the customer.

For BII, it meant turning uncertain assumptions into clear signals and surface-level traction into a stronger, more secure investment strategy. This strategic visibility gave the team the edge to move quickly and confidently during due diligence.