Case Study: AkzoNobel UK achieves 80% faster response times and 172% higher engagement with Sprinklr

How AkzoNobel UK Reduced Response Times by 80% and Increased Engagement by 172%

AkzoNobel UK, the maker of brands like Dulux and Cuprinol, faced a fragmented social presence and a slow, multi-step customer care process managed by multiple agencies and tools. This left many channels unmanaged, response times measured in days, and the brand exposed to reputational risk as social traffic and customer inquiries grew.

By adopting Sprinklr and instituting governance, automations, escalation rules and a #fiveminutechallenge—while removing the agency and dedicating in-house care agents—AkzoNobel unified six channels and 19 accounts on one platform. The results: average response time fell 80% (from 5h42 to 1h10, ~47 minutes during work hours), engagement rose 172% (171% more likes/reactions, 133% more comments), 47% of inquiries were answered within five minutes by November, and the team recorded over £13,000 in product recommendations.

AkzoNobel UK

Caylee O’neill

Knowledge Manager