Case Study: Sprinklr achieves 85% reduction in employee support tickets and 30% higher customer engagement with WalkMe

Sprinklr boosts productivity, improves user experience, and reduces support for both employees and customers with WalkMe

Sprinklr, a fast-growing Customer Experience Management (CXM) platform serving large global enterprises, faced onboarding and usability challenges as its workforce and customer base expanded. With nearly 1,900 employees across many time zones and growing client needs, Sprinklr was seeing a rising internal support burden and needed a way to speed up employee ramp-up and improve customer onboarding and feature adoption.

Sprinklr deployed WalkMe’s in-app, role-based guidance across core employee and customer applications to deliver contextual help and onboarding. The solution cut support dramatically and boosted engagement: an 85% reduction in employee support tickets on a travel tool, a 30% increase in customer time spent on the platform, and a 330% rise in customers using top new features within two weeks—alongside faster onboarding, higher training compliance, and lower support load across other systems.

Sprinklr

Asha Aravindakshan

VP of Customer Delight and Operations