Case Study: Jackson Hewitt improves efficiency and boosts star ratings with Sprinklr

Jackson Hewitt improves efficiency and boosts star ratings

Jackson Hewitt, the second-largest assisted tax preparation company in the U.S., needed to fix fragmented review management, compliance gaps, and inefficient workflows across more than 5,200 locations. To bring consistency to Google Business Profile responses and improve social media operations, the company turned to Sprinklr and its Social, Social Listening, and Google review management capabilities.

Sprinklr helped Jackson Hewitt centralize review handling into one platform, add GBP accounts in bulk, and use Sprinklr AI+ with pre-approved response libraries for faster, compliant replies. The result was an 80% reduction in average case handling time, from 10 minutes to about 2 minutes, with the team now answering nearly 100% of reviews instead of roughly 40%, while also improving consistency and efficiency during peak tax season.

Jackson Hewitt

Jason Bergstrom

Sr. Director, Client Care & Operations Support