Case Study: Vodafone Idea Limited achieves faster, more efficient omnichannel customer care with Sprinklr

How Vi reimagined digital care during a 2x surge in social interactions during the pandemic

Vodafone Idea Limited (Vi), one of India’s leading telecom providers, faced a nearly three-fold surge in social media mentions during the pandemic, making it harder to engage customers across channels, prioritize urgent issues, and manage high volumes of feedback efficiently. To improve its digital care operations, Vi turned to Sprinklr Service and needed a unified omnichannel solution to streamline customer interactions and support a large, complex service organization.

Sprinklr implemented its Unified-CXM platform, including Sprinklr Service for social media care and Sprinklr Insights for social listening and campaign monitoring. The results included a 500% increase in NPS for social media interactions within six months and a 30% improvement in time saved through automation, helping Vi respond faster, prioritize VIP and urgent cases, and optimize resources across its customer care teams.

Vodafone Idea Limited

Ashish Sharma

Executive Vice President, Customer Services