Case Study: Mobily achieves faster, unified social customer care with Sprinklr

How Mobily innovates to provide customer-centric care across social channels

Mobily, one of the largest wireless networks in Saudi Arabia, needed a way to improve customer service on social channels, unify reporting, and help community managers handle more complex issues. The company wanted a single, centralized solution to manage conversations across channels like WhatsApp, X, and Facebook, while also supporting chatbots, agent routing, and a more seamless customer experience for its one million-plus subscribers.

Mobily implemented Sprinklr Service and Sprinklr’s Unified-CXM platform to bring together omnichannel care across more than 25 social and messaging platforms, add chatbot self-service, and use AI-powered Smart Responses for faster agent replies. With Sprinklr, Mobily improved first-response time by 99.6%, cutting it from 20 minutes to 6 seconds, and reduced average case processing time by 68%, from 3 minutes 55 seconds to 1 minute 16 seconds.

Mobily

Mubarak Alharbi

Digital Experience General Manager