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New independent study finds customer service organizations can achieve up to 210% ROI with Sprinklr Modern Care

Daniel Rajan

November 18, 2021  •  3 min read

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Sprinklr continues to experience tremendous growth and recognition this year, and today we’re excited to announce findings from a commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting that show a 210% return on investment over three years, with a payback period of less than six months, for customer service organizations using Sprinklr Modern Care. 

The Forrester study also reveals that the advanced automation and AI that power Sprinklr Modern Care have enabled businesses to significantly reduce response times and achieve a nearly 100% answer rate — while maintaining a lean customer service organization. 

Many businesses today are overwhelmed with an ever-expanding hodge-podge of legacy customer support tools that can’t provide a holistic customer view, and struggle to manage the high volume of conversations taking place across social channels. This leads to low answer rates, long wait times, and disconnected customer experiences. 

Modern Care, Sprinklr’s digital-first contact center solution, helps solve this issue. Sprinklr Modern Care is built on the industry’s first unified customer experience management (Unified-CXM) platform — leveraging advanced AI listening across 30+ digital and social channels, and unifying case management tools and seamless agent engagement in a single digital-first contact center solution.


The Total Economic Impact (TEI) of Sprinklr Modern Care

The Forrester TEI study found the following benefits and cost savings of a unified, digital-first customer service strategy for the organizations that invested in Sprinklr Modern Care:

  • Reducing the number of social care interactions handled by customer service agents, by using automation to identify and resolve issues that did not require agent involvement, saved those businesses $2.1 million — and allowed them to achieve a 98% response rate.

  • 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 up to 210% over three years.

The study also features insights and commentary from current Sprinklr Modern Care customers. One customer interviewed for the Forrester study, the senior manager of digital services at an e-commerce company, discussed strengthening the role of customer service as a revenue generating center. “Now that we have Sprinklr,” the customer said, “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.”

Another customer interviewed for the study, the head of digital care strategy at a retail company, focused on how the solution has impacted the customer experience and improved customer satisfaction at the transaction level, stating, “What I see now is when I look to see customer satisfaction score when folks first come to us versus when they leave us, it appears that customers are more satisfied by the end of their conversation with us than before.”

Download the exclusive Forrester Consulting Study of the Total Economic Impact (TEI) of Sprinklr Modern Care.

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