Case Study: TSB achieves faster customer experiences and lower overhead costs with Sprinklr

How TSB enhances customer experience while reducing overhead costs

TSB, a UK retail bank serving more than five million customers, wanted to improve customer experience while reducing overhead costs, gain AI-driven insights from customer feedback, and create a unified view of social advertising. To support these goals, TSB worked with Sprinklr and used its Unified-CXM platform, including Sprinklr Service, Insights, Social, and Marketing.

Sprinklr helped TSB streamline customer care with an omnichannel console, AI routing, and smart responses, while also enabling social listening, employee advocacy, and unified campaign analytics. The results were significant: TSB saved more than 1,000 agent hours per year, improved its average first response SLA by 86% to 20 minutes 9 seconds, reached over 1.2 million LinkedIn users, generated 16,700 engagements, and realized nearly $240,000 in earned media value.

TSB

Ravi Mitra

Social Media Manager