Case Study: DTE Energy reduces customer service case duration by 38% with Sprinklr Service

DTE Energy transforms customer service to earn loyalty and reduce case duration by 38%

DTE Energy, one of the largest energy companies in the U.S., was struggling with high contact center attrition, inconsistent SLA performance, and a need to improve both customer and agent experience while reducing cost to serve. To support its digital transformation, DTE Energy turned to Sprinklr and implemented Sprinklr Service as part of its unified customer experience platform.

Sprinklr helped DTE Energy expand live chat, improve onboarding and leadership training, and modernize service operations across chat and phone. The results were strong: employee satisfaction reached record highs, monthly attrition fell to 2.3% from more than 40%, and Sprinklr helped DTE Energy cut case duration by 38% — from 12 minutes on voice to 4 minutes 30 seconds on chat. Chat adoption and CSAT increased, and fewer than 2% of chat users called back within 48 hours.

DTE Energy