Case Study: Deutsche Bahn improves social customer service efficiency with Sprinklr

From tracks to tweets, Deutsche Bahn elevates social customer care

Deutsche Bahn, Germany’s national railway operator, needed a way to manage up to a million social customer service messages each year across channels like Facebook, Instagram, X, LinkedIn, and YouTube. The company also required strong reporting, governance, and GDPR compliance while handling passenger questions about delays, schedules, and disruptions.

Using Sprinklr Service, Deutsche Bahn’s DB Dialog team centralized social care in Sprinklr’s Unified Agent Desktop, with automatic tagging, inbound routing, and reporting dashboards to streamline support and oversight. With Sprinklr, the team improved average case processing time by 17% in 2023 and cut average case handling time by 49%, from 10 minutes 1 second to 5 minutes 6 seconds.

Deutsche Bahn

Andreas Kahle

Project Engineer