Case Study: Heineken Brazil transforms customer care into strategic insights with Sprinklr AI

Heineken Brazil transforms customer care into strategic insights hub

Heineken Brazil needed a better way to manage a rapidly growing volume of customer interactions across many channels and brands. What had started as manual responses to thousands of weekend messages had become too complex and time-consuming, prompting the company to look for a more scalable approach with Sprinklr and its AI-driven customer engagement platform.

Sprinklr helped Heineken Brazil centralize and automate consumer care, add smarter tagging and workflows, and use social listening and Salesforce integration to turn service data into strategic insights. The results were significant: Sprinklr AI now supports 78% of interactions, cases are processed 75% faster and more accurately, only 22% require a live agent, and Monday message queues dropped from 5,000 to 500 actionable messages.

Heineken

Carlos Dias

Senior Relationship Manager