Case Study: Global Optical Solutions Company boosts customer satisfaction 4X with Sprinklr

Optical solutions company builds one-to-one relationships and boosts customer satisfaction

Global Optical Solutions Company, a global optical solutions company with a large portfolio of proprietary and licensed premium brands, needed a way to deliver personalized, seamless customer service across social channels as part of its digital transformation. To support its new social concierge model, it turned to Sprinklr, using Sprinklr Service and Sprinklr Insights to unify customer-facing social media, customer service, and social selling on one platform.

With Sprinklr’s Unified-CXM solution, the company enabled more than 30 community managers across 30+ languages to manage one-to-one customer relationships, access unified customer histories, and proactively engage through social listening. The results were strong: first-response SLAs improved by six hours, case closure became four times faster, and customer satisfaction scores increased 4X.