Case Study: Evri boosts customer response rate by more than 3,000% with Sprinklr Service

How Evri used Modern Care Lite to boost its customer response rate by more than 3,000% without increasing headcount

Evri, the UK’s largest dedicated parcel delivery company, needed a faster way to engage customers across social media and route them to support at scale. Its team was juggling three different platforms and manual spreadsheets to manage social responses, which made it difficult to deliver responsive customer care efficiently. Sprinklr Service was the vendor solution used to help address this challenge.

Sprinklr implemented Sprinklr Service to consolidate social monitoring, response management, tagging, and reporting into one platform, enabling Evri to handle customer care across X, Instagram, and Facebook more efficiently. The result was a jump from about 200 responses a month to more than 6,000, a more than 3,000% increase, without adding headcount. Sprinklr also helped Evri improve reporting on sentiment and trending topics while making the team’s workflow faster and easier.

Evri

Sam Walker

PR & Brand Reputation Manager