Case Study: Vodafone Idea Limited (Vi) increases positive in-store reviews by 40% with Sprinklr

Vi increases positive online reviews for in-store experiences by 40%

Vodafone Idea Limited (Vi), a leading telecom provider in India with 230+ million customers and 450+ retail stores, struggled to manage public Google Business Profile reviews tied to in-store experiences. The company needed a better way to respond to negative feedback, capture customer details securely, and connect online reviews with its existing Sprinklr CXM workflow.

Using Sprinklr Service, Vi created a streamlined process where agents reply to reviews with a secure single-use form, generate cases in Sprinklr, and follow up by phone for personalized resolution. The rollout also included QR codes in nearly 400 stores to drive more Google feedback, resulting in a 40% increase in positive online reviews, faster response times, and a stronger ability to improve and hold store performance accountable.

Vodafone Idea Limited

Ashish Sharma

Executive Vice President, Customer Services