Tawuniya Insurance drives 95% faster case resolution with unified contact center

Adding to the difficulty are rising customer expectations and demands for more personalized care.    

Amidst these industry-wide hurdles, Tawuniya Insurance is setting a new standard by transforming both its customer and agent experience. By unifying social care onto one platform, the insurance provider has removed operational silos, empowered employees and gained deeper insights into customer needs.   
   
Previously, fragmented systems with manual processes required almost nine clicks to resolve an average case, and reporting was slow, taking up to eight hours for basic insights. This often resulted in long queues for customers — and extended hours for agents, which was misaligned with local cultural norms.   
   
Tawuniya’s contact center operating model needed to be redesigned to give visibility into customer needs and deliver superior customer service. The company needed a new solution to optimize headcount, get better insights into customers and provide better support to agents.  

By unifying all channels on one platform, including X, Instagram, Facebook, TikTok, LinkedIn, WhatsApp and Google Reviews, Tawuniya now has the 360-degree view it needs to power better customer and employee experiences.   

Empowering data-driven customer care 
Using 21 real-time dashboards in Sprinklr Insights, Tawuniya has adopted a data-driven approach to customer service. The team quickly moved from compiling tedious, manual reports to having live, actionable data at its fingertips. Now, they have three layers of intelligence on customer interactions to understand customers’ main motivations for getting in touch, root causes for their concerns and opportunities for improvement.   

With Sprinklr, Tawuniya now generates reports automatically, eliminating the need for manual data analysis. Additionally, the number of tags used has been streamlined from over 300 to just 52, making it easier to manage and analyze customer interactions on social channels. With a clear understanding of customer pain points, the company can easily identify patterns and recurring customer issues, allocate resources to address the most pressing needs and track the effectiveness of resolutions.   

Improving customer experience with automated support 
To overcome long wait times, Tawuniya implemented Sprinklr’s automated queue management system and collaborated with the Sprinklr team to create an “awaiting a response” message for customers in queue. This enables agents to handle multiple cases at the same time, reducing wait times and improving customer satisfaction.  

Managing an interaction journey from queue assignment to case resolution used to be an entirely manual process. Now, Sprinklr automations save agents time and enable them to help customers faster.   

Tawuniya also uses Sprinklr’s Journey Facilitator to support outbound campaigns on WhatsApp with automated messages during key moments. For example, the company’s service-level agreement (SLA) is to respond to customer claims requests within two business days. But during official holidays, this response may be delayed. With Sprinklr, the team can proactively inform customers of the new SLAs for holidays, so they know when to expect a response.    

Journey Facilitator supports Tawuniya’s goal of being a customer-centric organization and reaching customers proactively. As a result, the company has seen 21% increases in both first call resolution and CSAT.   

 Balancing agent experience and operational costs 
Managing customer interactions with its previous contact center solutions quickly became unsustainable for the Tawuniya team, resulting in frequent overtime requests from agents. Now — with Sprinklr’s AI-powered routing and ticketing management — the team has eliminated overtime altogether and rewards agents with extra days off. The results of an annual employee satisfaction survey proved that automating crucial aspects of the customer care workflow with Sprinklr has had a significant positive impact on work-life balance. Next, Tawuniya is exploring the use of Sprinklr’s conversational AI solution to further improve efficiency and support its customer service agents. 

Previously, the average wait time to handle a case was 45 minutes. Thanks to Sprinklr's task and workflow automations, customers now experience an average wait time of just 56 seconds — an outstanding improvement compared to the industry average of 2.4 hours, as reported in PwC’s 2024 KSA Banking Sentiment Index.  
  
Sprinklr has also enabled stronger communication and more proactive customer service. In the first 90 days after implementation, first call resolution went from 31% to 80% and CSAT improved from 51 to 83.