The Total Economic Impact Study of Sprinklr Modern Care Shows 210 Percent Return on Investment
Sprinklr (NYSE: CXM) released a Forrester study revealing that its Modern Care platform can significantly enhance customer service efficiency. The study shows a 210% ROI over three years and a payback period of less than six months. Organizations using Sprinklr Modern Care reported reducing social care interactions by
- ROI of 210% over three years with payback in less than six months.
- Saved $2.1 million by reducing social care interactions.
- Achieved 98% response rate without hiring additional staff.
- Saved nearly $336,000 in license fees by replacing legacy systems.
- Eliminated over $27,300 in training costs.
- None.
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
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 deployingSprinklr , agents responded to only50% of messages across social media and messaging channels. -
Replacing legacy customer service tools with Sprinklr Modern Care saved nearly
in license fees and eliminated the need for agents to learn multiple systems, saving over$336,000 in training costs.$27,300 -
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.
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
“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
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.
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