Case Study: Eversource achieves scalable 24/7 social customer service with Sprinklr

Eversource lights up social customer care at scale

Eversource, New England’s largest energy delivery company, needed a better way to manage its growing social media presence and provide 24/7 customer care across multiple channels. As customer inquiries and outage-related communications increased, its existing tools became too limited to support the scale and complexity of social engagement.

Sprinklr implemented Sprinklr Service and Sprinklr Social to unify Eversource’s social customer care in one platform, with a single inbox, automated triage, and advanced analytics. The solution helped a small team support about 20 social accounts across three states, improve response speed, and manage customer interactions more efficiently at scale.

Eversource

Matt Chagnon

Senior Social Media Strategist