Case Study: Sprint achieves $3M in call deflection savings and faster customer support with Khoros

How Sprint Turned Around Its Community with Khoros

Sprint, the fourth-largest U.S. telecommunications company with over 60 million customers, faced a fragmented branded community where users struggled to find answers across 10 years of content (10 million posts and 3.2 million members). To turn the experience into a true care channel, Sprint chose Khoros—implementing Khoros Community and Khoros Social Media Management—to migrate and reorganize its large community corpus and better engage customers across channels.

Khoros migrated Sprint’s data, centralized community engagement, and enabled agents to manage social channels and curate relevant content, completing the migration in six weeks. As a result, Sprint hit 747,000 monthly community users within 90 days, reduced average agent response time to 15 minutes (a 25% drop), increased call deflection 32% (saving $3M), and saw accepted solutions rise 175%—demonstrating measurable impact from Khoros’s platform.

Sprint

Allison Fasching

Social Engagement Strategy & Community Management