Case Study: Asia-based Financial Technology Company achieves higher CSAT and operational efficiency with Sprinklr Service

Fintech company redefines customer service efficiency

The Financial Technology Company, an Asia-based fintech with a long history of enabling contactless payments and digital wallet services, was looking to improve customer experience and operational efficiency across voice, email, social, live chat, and chatbot channels. With a new CCO leading the effort, the company needed a more personalized, omnichannel support model that could raise satisfaction, improve self-service, and reduce costs. Sprinklr and its Sprinklr Service platform were selected to help unify these customer service efforts.

Sprinklr implemented its Unified-CXM platform and Sprinklr Service to replace multiple point solutions with one system of record, while also helping the company merge teams, extend service hours, and expand digital support options. The results included a live chat CSAT score of 4.51 out of 5, 105K+ cases handled through live chat and social, 274K+ chatbot-resolved cases, and cost savings equivalent to 5.35 full-time employees without additional hiring.