As head of home delivery and customer care at Americana, Muzaffar Maqbool oversees operations that touch millions of customers daily. In this spotlight, he shares how Sprinklr enables real-time care and smarter decisions at scale.

Who is Americana, and what is its role in the MENA region?

Americana Restaurants is a trailblazer in the MENA region and Kazakhstan’s Out of Home Dining industry, and among the world’s leading operators of QSR and casual dining restaurants. With a diverse portfolio of iconic global brands and a dominant regional footprint, we have delivered consistent growth and innovation for over half a century – to now stand alone in our market.

The millions of customers we serve each day are placed at the heart of our omni-channel universe. Our dedicated team of over 40,000 talented women and men work with pride and purpose to create memorable moments through fantastic food, superior service and exceptional experiences.

What stands out to you as the most valuable aspect of Sprinklr for Americana?

I think being available is the most important thing. With Sprinklr, we've been available for our customers all the way, and in real time. I love that about Sprinklr!

What value has Sprinklr delivered to Americana at both the team and organizational level?

Resolution, analytics, and real time perspective to help customers are all items which we've been able to bring forward. That's the value we've sought out from Sprinklr.