Sprinklr

Independent Study

Forrester TEI Study reveals Sprinklr Service delivered 210% ROI

Uncover the Total Economic Impact™ of deploying Sprinklr Service on a composite organization studied by Forrester, based on real customer interviews. 

Forrester TEI Study reveals Sprinklr Service delivered 210% ROI

A 2024 Forrester Consulting Total Economic Impact™ study commissioned by Sprinklr reveals the cost savings and business benefits of a cloud-native, digital-first contact center as a service (CCaaS) solution such as Sprinklr Service

This study will help you better understand the potential financial impact of investing in Sprinklr Service, by aggregating interviews with real Sprinklr customers in the form of a single composite organization.  

Key business benefits include: 

  • Quantified benefits in the form of contact center agent productivity and financial ROI of 210% over three years
  • Cost reduction of legacy system costs of $799k and training cost reduction of $78k 
  • Unquantifiable end-user benefits with the help of unified views, customizable reporting, and more. 

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ROI achieved from investing in Sprinklr Service

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Total benefits delivered by Sprinklr Service

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Net Present Value delivered from the implementation

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Payback period for Sprinklr Service

“We went from reactive in three to four weeks to three to four days for crisis management. We got the right questions to the right agents immediately. Sprinklr AI generates insights in real time too.” 

Customer Center Manager, IKEA Retail

“Sprinklr embraces new features, such as partnerships with a major open-sourced AI large language model, then integrates and customizes them to Sprinklr’s ecosystem and ensures existing and future customers can benefit from them. Sprinklr’s not just a basic tool, they are scalable and they listen to your strategic needs.” 

Director of Global Customer Care and Social Media,
Manufacturing

“It was very difficult to have a single view of the customer and resolve customer queries. We were using separate platforms for voice, email, and social media; and customer insights were incoherently collected across these platforms. This created a lot of confusion for the agents, as they did not have a unified view of the customer. We wanted an omnichannel view of the customer for agents, which Sprinklr could provide.”

Head of CX,
Manufacturing

A Forrester Consulting Total Economic Impact™ Study Commissioned by Sprinklr, May 2024.