Case Study: Itaú Paraguay transforms customer feedback into actionable insights with Sprinklr

Itaú converts social sentiment into strategic advantage

Itaú Paraguay wanted a better way to measure customer satisfaction across digital channels and turn social feedback into actionable insights. Although the bank was active on X, Facebook, and Instagram, it lacked a consistent method to quantify sentiment and identify service gaps. Itaú worked with Sprinklr to build a CSAT program using Sprinklr Service.

With guidance from Sprinklr’s Managed Services team, Itaú implemented surveys through Sprinklr Service’s survey builder and Rules Engine, integrated into its case management workflows. In just two months, Sprinklr helped Itaú send more than 1,100 surveys and achieve an 85.13% positive satisfaction rate, while also revealing key drivers of satisfaction and areas needing improvement.

Itaú

Sergio Arteta

Digital Marketing Analyst