Case Study: Estafeta improves customer support SLA by 60% with Sprinklr

Estafeta improves customer support SLA by 60 percent and brings best-in-class logistical services to omnichannel experience

Estafeta Mexicana, the Mexican logistics integrator, needed a technology solution to keep up with rising customer expectations while operating with a lean team. As the company grew rapidly during the pandemic and expanded across multiple channels, it wanted to unify social and customer support operations, improve omnichannel service, and strengthen SLAs. Estafeta turned to Sprinklr’s Unified-CXM platform to bring its customer experience management in-house.

With Sprinklr, Estafeta unified Facebook, X, Instagram, LinkedIn, and other channels into one platform for case management, social listening, publishing, and engagement. The result was a 60% improvement in customer support SLA within two years, placing Estafeta among the top three in its industry, while Sprinklr’s AI helped monitor brand risks with 95% accuracy and lower overhead by enabling end-to-end digital marketing in-house.

Estafeta

Paul Fasterling

Digital Marketing Coordinator