Estafeta improves customer support SLA by 60 percent and brings best-in-class logistical services to omnichannel experience

The company offers best-in-class logistical services to customers and suppliers in Mexico and several parts of the U.S. and competes with global logistics giants like DHL, FedEx, and UPS. Due to heightened demand for logistics services during the pandemic, Estafeta has nearly doubled in size since 2020.

In order to meet rising customer expectations with a lean team, the company embarked on a journey to unify all its digital channels and create a consistent, omnichannel customer experience. In addition, its marketing team wanted to be more efficient at responding to and resolving customer inquiries across modern channels — while maintaining a human touch at all levels of communication.

In short, Estafeta was looking for an integrated technology solution that would:

• Unify all social channels and integrate seamlessly with the company’s existing tech stack
• Automate social support, scheduling, and publishing to reduce costs and inefficiencies
• Enable performance benchmarking and insights for better service-level agreements (SLAs)
• Deliver a true omnichannel experience to customers, followers, and prospects

“Thanks to Sprinklr, I’ve been able to create an internal digital agency within Estafeta,” says Paul Fasterling, digital marketing coordinator at Estafeta.

Being truly omnichannel, Sprinklr enables Fasterling to integrate multiple social platforms — Facebook, X, formerly Twitter, Instagram, LinkedIn, and, soon, TikTok — into one unified platform.

With a lean team of three community managers, he is now able to handle incoming requests from all channels and locations while improving SLAs. Here’s how they do it:

• Intelligent Case Management routes requests to the right agent at the right time to ensure always-on support.
• Canned Responses enable customer support teams to deliver quick, templatized responses with a degree of personalization.
• Sprinklr’s AI engine provides timely data that helps Estafeta gauge customer sentiment and modulate its support strategy in real-time.

Proactive Social Listening from Sprinklr Insights provides the Estafeta team with insights into conversations and complaints across social channels, even if the company is not directly mentioned. Consequently, the team is able to respond promptly to owned as well as earned mentions, avoiding escalation and churn.

Estafeta also uses Competitive Benchmarking for rapid categorization of requests and to compare its performance to other global logistics companies across three metrics: number of followers, number of impressions, and number of interactions on posts.

Social Publishing and Engagement from Sprinklr’s Sprinklr Social product suite enables the marketing team to collaborate easily on social content. Working from a common platform, team members run all content through approval workflows to ensure positive, on-brand messaging before publishing to Estafeta’s social channels.