Case Study: Sam’s Club achieves faster omnichannel customer care with Sprinklr

How Sam’s Club unified social customer care with a social-first digital presence

Sam’s Club, the membership warehouse club, needed a way to unify its social customer care and deliver consistent, human support across growing digital channels. The company wanted to lower response times, improve CSAT, and create seamless, loyal member experiences, and turned to Sprinklr to support its social-first customer care strategy.

With Sprinklr’s unified CXM platform, including Sprinklr Service and Sprinklr Insights, Sam’s Club now manages proactive omnichannel care across 30+ social and messaging platforms and uses social listening to track sentiment and respond faster. The impact was significant: average response time on owned channels dropped from eight hours to under one hour for 92% of care messages, while Sprinklr also helped Sam’s Club quickly adapt messaging during COVID based on real-time customer sentiment.

Sam’s Club

Sabrina Callahan

Senior Director of Brand and Social Marketing