Case Study: Leading Multinational Retailer saves 8,500+ hours with Sprinklr

Multinational retailer boosts trust with smarter review management

Leading Multinational Retailer, with more than 500 stores and nearly 15,000 Google reviews a month, needed a better way to manage customer engagement across 1,000+ Google Business Profile listings. Its lean team struggled with fragmented ownership, inconsistent responses, and the challenge of keeping storefront information accurate while maintaining a consistent brand voice.

Sprinklr’s Social Customer Service solution centralized review management on one platform and used automated response sampling to match replies to review ratings and brand tone. With Sprinklr, the retailer now automates up to 80% of review volume, closes about 6,000 tickets monthly, and meets a sub-four-hour SLA; overall, it has automatically addressed and closed more than 16,500 cases and saved more than 8,500 hours.