Case Study: Costa Cruises achieves 25% faster customer response times with Sprinklr Service

Costa Cruises sets sail, responding to inbound messages 25% faster with the same crew

Costa Cruises, a global cruise line operating across five continents, needed a better way to manage the high volume of social media comments, direct messages, and customer questions coming in across channels. Its legacy software couldn’t integrate with CRM systems or WhatsApp, making it difficult for the community management team to work efficiently, track cases, and deliver fast, consistent support.

Costa Cruises selected Sprinklr’s Unified-CXM platform, rolling out Sprinklr Social, Sprinklr Service, and Sprinklr Insights to centralize multi-channel engagement, case management, and reporting. With Sprinklr, Costa improved first response time by 25%, made average case handling 10% faster, and kept agent NPS above 70 for more than eight months, all while handling more inbound messages with the same lean team.

Costa Cruises

Antonella Clari

Head of Customer Satisfaction and Operations