Finance and insurance brand successfully manages 110% surge in messages
The company implemented Sprinklr’s AI-powered platform to automate message routing, improve customer engagement and streamline operations, enabling them to easily manage a 110% increase in inbound messages.
The Challenge
As technology advances, the way consumers interact with insurance and financial services companies has evolved significantly. Companies in these industries must now focus on delivering exceptional online customer experiences to stay competitive. One large financial services and insurance brand faced challenges due to a lack of automation, leading to manual work and missed opportunities. The company was seeking a new solution that:
- Provided the ability to filter engagement opportunities with customers and prospects, at scale
- Improved routing and prioritization of inbound inquiries with automation
- Unified data across all digital activities and enabled holistic reporting
The Solution
The financial services and insurance brand implemented Sprinklr’s unified customer experience management (Unified-CXM) platform, replacing previous single-point solutions. This path enables the company to combine the power of Sprinklr Service and Sprinklr Insights to provide a consistent customer experience at scale.
AI-powered Social Listening helps identify more customer engagement and sales opportunities by tapping into conversations beyond their brand channels. Previously unstructured data is transformed into actionable, relevant insights that help improve the customer experience.
Sprinklr Service employs automated messaging classification, distinguishing messages into two categories, engageable and non-engageable and then routes the messages to the appropriate teams. This allows the customer service teams to prioritize and focus on valuable conversations, enabling agents to provide timely support to customers.
The Outcome
While improving their customers experience, enabling efficiencies for the customer care teams and increasing productivity has been another benefit for the financial services and insurance brand.
After implementation, the insurance and financial services company had a sudden spike in inbound messages to 7,714, which was a 110% increase from the previous week. Using Intuition Moderation, 3,248 messages (45%) were automatically closed, therefore minimizing the impact on the workload of agents.