Case Study: Middle Eastern Telecommunications Company achieves 93% faster case resolution with Sprinklr

A Middle Eastern telecommunications company reduces case resolution time by 93% with Sprinklr Service

The Middle Eastern Telecommunications Company wanted to improve on its already strong customer care by reducing SLAs and churn while gaining better visibility into agent-customer interactions and brand sentiment. It turned to Sprinklr Service and Sprinklr Insights to manage inbound social messages, monitor online conversations, and support its customer experience goals.

Sprinklr implemented AI-powered Automated Routing, Agent Assist, and social listening capabilities to classify and direct messages to the right agents, speed up responses, and improve quality assurance. With Sprinklr, the company achieved a 93% reduction in case resolution time, a four-minute SLA for public social comments, and a 10-minute SLA for private messages, while also improving CSAT, reducing churn, and increasing customer retention.