Case Study: Uber achieves industry-leading SLA and response times with Sprinklr

How Uber achieves industry-leading SLA and response times

Uber, the global ridesharing and delivery company, needed a way to scale customer care and social engagement as it expanded to more than 10,000 cities in 71 countries. During the pandemic, Uber looked to Sprinklr to help manage brand content across many channels, listen for safety concerns, and let agents respond faster from a single unified platform.

Sprinklr implemented its Unified-CXM platform for Uber with tools including Sprinklr Social, Insights, AI, Service, and Advocacy. The results included more than 1,000 agents supported globally, over 4,000 hours saved since launch, a 33% reduction in first response time, an 8% increase in cases handled within SLA, and a nearly 1.5-minute decrease in average case handle time.

Uber

John Marston

Global Head of Social Media Care, External Tools, and Systems Administration