Case Study: The Financial Academy boosts customer satisfaction by 65.5% with Sprinklr

The Financial Academy redefines customer service, boosts CSAT by 65.5%

The Financial Academy, the official training arm for Saudi Arabia’s financial sector, wanted to improve customer experience by replacing disconnected service systems across email, phone, live chat, and social media. Working with Sprinklr, it sought a more unified, data-driven approach to service, with better visibility, SLA compliance, and feedback collection through Sprinklr Service.

Sprinklr implemented a unified platform that centralized case management, automated surveys, added workflow automation, and introduced real-time dashboards. The Financial Academy achieved SLA compliance above 90%, cut case resolution time by 50%+, improved agent productivity by 30%, raised survey response rates from 1.6% to 26.6%, and boosted CSAT from 58% to 96%, with measurable satisfaction tracking across all channels.

The Financial Academy

Nadir Eskandarani

Senior Consultant