The Total Economic Impact Study of Sprinklr Modern Care Shows 210 Percent Return on Investment
November 16 2021 - 09:00AM
Business Wire
New independent study shows how Sprinklr Modern
Care can drive millions of dollars in cost savings with advanced AI
and automation for customer service agents
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today released a new
Forrester Consulting study commissioned by Sprinklr quantifying the
Total Economic Impact™ of Sprinklr Modern Care. According to the
Forrester study, the advanced automation and AI within Sprinklr
Modern Care enabled organizations to significantly reduce response
times and achieve a 98% answer rate while maintaining a lean
customer service organization. Additionally, a composite
organization that deployed Sprinklr Modern Care obtained a
return on investment (ROI) of 210% over three years, with a
payback in less than six months.
The composite organization is representative of the companies
that Forrester interviewed and is used to present the aggregate
financial analysis in the study.
Sprinklr Modern Care Customers increasingly rely on
social media, messaging channels, and online live chat for customer
service. As a result, brands need automation, AI, and agent
collaboration capabilities to provide customers with immediate,
relevant assistance on any channel.
Sprinklr Modern Care is a customer service solution that
empowers brands to exceed expectations across channels by managing
all customer care conversations in a single, unified AI platform.
It supports more than 30 channels, including live chat, social,
messaging, email, SMS, voice, and video. Sprinklr Modern Care
allows companies to match their digital transformation maturity
with capabilities that span three pillars: proactive care,
self-service, and agent-assisted care.
Total Economic Impact™ of Sprinklr Modern Care
Organizations that invested in Sprinklr Modern Care wanted a tool
that could help handle the growing volume of social interactions
with customers and would deliver insights, analytics, and
visibility into social care metrics and agent performance.
Forrester found that the composite organization realized the
following benefits over three years after deploying Sprinklr Modern
Care:
- Reducing the number of social care interactions saved $2.1
million.
- Using automation to identify actionable cases and resolve
issues allowed brands to achieve a 98% response rate without hiring
more customer service agents. Prior to deploying Sprinklr, agents
responded to only 50% of messages across social media and messaging
channels.
- Replacing legacy customer service tools with Sprinklr Modern
Care saved nearly $336,000 in license fees and eliminated the need
for agents to learn multiple systems, saving over $27,300 in
training costs.
- ROI of 210% over three years with a payback in less than six
months on average.
According to a customer interviewed in the study: “Sprinklr
Modern Care allows us to rapidly obtain the social channel
capabilities of a modern digital organization. If you’re delivering
customer service in 2021 and beyond, you have to meet your
customers where they are. If you want to continue to survive and
provide superior customer service, you need to have digital
capabilities. Sprinklr is a way that you can rapidly attain them on
a very capable and compliant modern platform.” – Director of
commercial enterprise architecture at a healthcare company.
Another customer interviewed for the Forrester study, the senior
manager of digital services at an e-commerce company, commented on
strengthening the role of customer service as a revenue generating
center: “Now that we have Sprinklr, we can start beefing up the
skills of our agents to be more brand voice and to be more sales
and marketing. We’ve never had that before, so we’re trying to use
Sprinklr to turn our digital service agents into a
revenue-generating team.”
“Forrester’s study reveals the opportunity for organizations in
any industry to use Sprinklr Modern Care’s AI and automation
capabilities as a revenue driver and a way to easily gain valuable
customer insights,” said Pavitar Singh, Chief Technology
Officer, Sprinklr. “As a growing number of companies look to
digitally transform their customer service centers, Sprinklr Modern
Care is standing out as uniquely purpose-built to support digital
needs. We’re looking forward to continuing to help companies reap
the benefits of a Unified-CXM platform for customer care.”
Additional Information:
- The Forrester Consulting Study of the Total Economic Impact™
(TEI) of Sprinklr Modern Care is available here.
- Learn more about Sprinklr Modern Care here.
About Sprinklr Sprinklr is a leading enterprise software
company for all customer-facing functions. With advanced AI,
Sprinklr's unified customer experience management (Unified-CXM)
platform helps companies deliver human experiences to every
customer, every time, across any modern channel. Headquartered in
New York City with employees around the world, Sprinklr works with
more than 1,000 of the world’s most valuable enterprises — global
brands like Microsoft, P&G, Samsung and more than 50% of the
Fortune 100.
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Public Relations Rachel Alvarez PR@Sprinklr.com
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