Case Study: Translink reduces passenger support handling time and improves passenger experience with Sprinklr

Translink delivers first-class passenger experience, reduces average case handling time by 36%

Translink, a Northern Ireland public transport operator serving more than 1.5 million passengers each week, wanted to improve the passenger experience across its buses, coaches, trains, and social channels. The team needed a better way to listen to sentiment, publish updates across multiple profiles, report on performance, and provide consistent customer support. It chose Sprinklr after evaluating several providers, using Sprinklr Social Self-Serve and Sprinklr Service Self-Serve.

Sprinklr helped Translink unify social media management and passenger support with social listening, streamlined reporting, multi-channel publishing, and AI-powered ticketing and canned responses. The results included faster service and more efficient operations: average first response time dropped from 6 minutes 22 seconds to 5 minutes 22 seconds, and average case handling time was reduced by 36%, from 11 minutes 20 seconds to 7 minutes 16 seconds.

Translink

Mo McCauley

Social and e-Commerce Manager