Case Study: Home Centre achieves faster, more efficient social customer service with Sprinklr

Home Centre Middle East transforms customer service on social channels

Home Centre, the leading home retailer across the Middle East and nearby markets, faced a surge in social media inquiries during the COVID-19 pandemic that overwhelmed its manual case-escalation process. The team struggled to track, route, and respond to high volumes of customer messages across social channels, creating gaps in clarity, data, and scalability.

Home Centre implemented Sprinklr Service Self-Serve to unify social customer care with AI-driven triage, automated responses, SLA tracking, and real-time dashboards. With Sprinklr, the company now handles about 10,000 social inquiries a month, closes 25% more cases within SLA, improves average handling time by 5 minutes 16 seconds, and resolves tickets 99% faster on average.

Home Centre

Minna Pauly

Assistant Manager