Case Study: Government Transport Agency streamlines social media publishing and engagement with Sprinklr

Transport agency goes viral on TikTok, redefines public sector social media

A Government Transport Agency in the Asia-Pacific region needed a better way to manage its fast-growing social presence across 21 accounts, as high post volume, thousands of comments, and online abuse made manual publishing and engagement difficult. The team wanted a safer, more efficient way to scale public service messaging while maintaining responsiveness and quality, and turned to Sprinklr Social and Sprinklr Service.

Sprinklr implemented a unified platform for publishing, moderation, and customer care, with automation for tagging, prioritizing, and routing messages, plus profanity filtering to block abuse before agents saw it. The results were significant: Sprinklr removed 371 abusive messages in one month, saved the team 960 days annually in manual work and more than 100 days through streamlined case management, and helped grow the agency’s following to over 850,000 while some videos reached up to 30 million views.