Case Study: Energy Company improves customer experience with Sprinklr

Energy company brings digital first approach to customer experience with AI

Energy Company, an energy retailer and generator with more than one million customers, was struggling with poor service as digital inquiries surged during COVID-19 and changing consumer behavior. Its contact center lacked the capacity to keep up, leading to an abandonment rate of over 80% and weak CSAT and NPS scores. Sprinklr’s Unified-CXM platform and Sprinklr Service were brought in to help manage the growing volume across digital channels.

Sprinklr implemented an omnichannel customer experience solution spanning social, live chat, app, and web, with integrated insights, enterprise-grade governance, and AI-driven automation. This gave Energy Company better visibility into contact drivers, improved consistency across channels, and enabled the team to handle high volumes more efficiently. The result was a more digital-first customer experience with stronger operational control and improved service handling, helping address the high abandonment and customer satisfaction challenges.