Case Study: Leading Telecommunications Company achieves faster customer care and greater reporting transparency with Sprinklr

Leading Telecommunications Company - Customer Case Study

Leading Telecommunications Company, a large telecom provider serving millions of wireless subscribers across South Asia and Africa, needed to improve customer experience, optimize customer care operations, and increase reporting transparency. It turned to Sprinklr, using the Social Media & Messaging Suite, Care, and Marketing products to support its care operations.

Sprinklr implemented Rules Engine and Workflow Engine capabilities to manage social and email care for 2,700 agents across six locations and 32 instances. The result was a 21x reduction in response time from 420 to 20 minutes, a 135-minute drop in wait time, 40% better advisor time optimization, and more transparent reporting to support better decision-making.