Case Study: Autopass achieves 97% faster customer service resolution with Sprinklr

Autopass elevates the customer experience, cuts case resolution time by 97%

Autopass, a leading transportation technology provider in Brazil, needed a faster way to monitor social conversations and respond to customer issues across multiple channels. Using Sprinklr, the company aimed to unify its lean social media and customer service teams while improving response speed and protecting the brand experience.

Sprinklr implemented a unified customer service hub with Sprinklr Service, Sprinklr Insights, and Paid Media Reporting, bringing interactions from Instagram, Facebook, Twitter, Play Store, and dark posts into one platform. As a result, Autopass cut operational costs by 14%, reduced average resolution time from 24 hours to 45 minutes, and achieved 99.5% SLA compliance, while also reducing case resolution time by 97%.

Autopass

Heloísa Magalhães

Customer Experience Supervisor