Case Study: Luxury Airline achieves seamless omnichannel customer care with Sprinklr

Soaring customer service luxury airline innovates on social channels

Luxury Airline needed a unified way to manage customer service across social and offline channels while improving its customer experience and measuring sentiment more effectively. Before working with Sprinklr, the airline relied on fragmented platform reports and manual spreadsheets, making it hard to get a complete view of customers, benchmark CX, and scale social care.

Sprinklr provided an all-in-one solution using Sprinklr Insights and Sprinklr Service to consolidate channels, unify data from reviews, call logs, surveys, and social platforms, and support AI-driven monitoring and response. As a result, the airline gained a single source of truth for CX, improved operational efficiency, and was able to handle an extreme disruption with more than 10,000 messages per minute thanks to Sprinklr’s automatic routing and auto-response features.