Energy company electrifies the customer experience on social channels

For a major energy provider, it’s more important than ever to get updates to the public the moment a crisis begins. At the same time, the company is busy powering the regions clean energy transformation and is committed to making the transition as smooth as possible for its nearly two million customers. 

“The energy transition is a big focus for our customers, as are power outages caused by extreme weather,” says the company’s social media lead. “When there’s a crisis, and our customers are packing up their worldly possessions because a fire is coming, we need to communicate important energy information.”  

To simplify this task for its marketing and customer care teams, the company needed an omnichannel social media solution to:  

• Manage thousands of customer interactions efficiently across platforms 
• Keep notes on customers and organize conversations 
• Stay abreast of customer sentiment across social media 
• Gain insights into market activity and trends 

Sprinklr also bolsters the marketing team’s ability to gain customer and market insights by improving social listening and reporting capabilities. The company now uses Sprinklr Social for publishing and engagement across LinkedIn, Facebook and Instagram. It also uses Sprinklr Insights for social listening to better understand customers’ needs.  

"Sprinklr has been incredibly well received by the social media and marketing teams. The enhancements it brings and its user-friendly interface are fantastic," says the social media lead. 

Managing customer interactions efficiently at scale 
Sprinklr Social enables the energy provider to efficiently handle thousands of inbound messages a month. Its customer care team automatically organizes messages across platforms in a single view, saving them from manually piecing together conversation threads. The ability to keep notes on each case saves the team considerable time, while tagging for inbound messages enables them to categorize and prioritize customer inquiries based on criteria like type, sentiment and urgency. This facilitates efficient routing and responses. Reporting on tagged messages enables the team to identify trends, optimize workflows and allocate resources effectively to deliver exceptional social care. 

"Sprinklr has so many features that make our team’s jobs easier,” says the social media lead. “The fact that they can also add notes to customer interactions means they can understand the context straight away, which saves them time. That is a huge priority." 

Understanding customer and market sentiment across platforms
With Social Listening and sentiment analysis from Sprinklr Insights, the energy provider gains a clear understanding of customers’ challenges and can respond quickly to emerging issues. "We rely heavily on social listening, especially in the energy world in where there are crises every month," explains the social media lead. "We also use social listening to identify opportunities and find inspiration to expand our offering." 

Sprinklr’s extensive reporting and analytics capabilities allow the social team to easily generate reports for departments throughout the business, including those that measure and analyze brand campaign performance. "Sprinklr’s reporting is excellent," says the lead. "I use at least 100 reports on everything from social media to monthly keyword reports to social listening."

A partnership to depend on 
For managing customer interactions, the energy provider relies on the Sprinklr team for support, particularly when managing crises stemming from extreme weather events. 

"The Sprinklr team is amazing," says the social media lead. "They’re brilliant to deal with, always available and nothing I ask for is too much. We’re not just a client; it’s very much a collaborative partnership. That’s a remarkable quality."

With social listening, it has real-time insights to proactively communicate with customers. Social listening insights also enable the marketing team to stay abreast of relevant topics and themes and ahead of market trends. Following its success with Sprinklr Social and Sprinklr Insights, EnergyAustralia is now expanding its use of the platform to include Sprinklr Service. This will increase its customer service team’s productivity and help the company deliver frictionless customer experiences. 

“Sprinklr over-delivers 99.9% of the time,” says the social media lead. “It's a wonderful experience and a wonderful platform.”