Case Study: Tawuniya Insurance achieves 95% faster case resolution with Sprinklr

Tawuniya Insurance drives 95% faster case resolution with unified contact center

Tawuniya Insurance, facing high inquiry volumes, complex insurance service needs, and slow manual processes, turned to Sprinklr to redesign its contact center and improve both customer and agent experience. With fragmented systems, case resolution required nearly nine clicks and reporting could take up to eight hours, creating long wait times and operational strain.

Sprinklr implemented Sprinklr Service and Sprinklr Insights to unify channels, automate workflows, and provide real-time visibility across social and messaging platforms. As a result, Tawuniya reduced average wait time from 45 minutes to 56 seconds, increased first call resolution from 31% to 80% in 90 days, and improved CSAT from 51 to 83, while also cutting overtime and driving a 21% lift in both FCR and CSAT.

Tawuniya Insurance