One of the largest banks in the UK relies on Sprinklr to eliminate silos between marketing and care, balance compliance with customer expectations and drive enterprise-wide social media management
NEW YORK, NY – May 17, 2017 – Sprinklr, the most complete social media management platform for the enterprise, today announced that Santander UK is using Sprinklr’s Experience Cloud to navigate a highly-regulated industry and deliver better experiences to its more than 14 million customers.
As part of its mission to help people and businesses prosper, Santander implemented Sprinklr to improve the customer experience, streamline social media communication and better serve its customers. Santander now hears its customers with greater clarity, provides more relevant content, and has the power to reach customers on their preferred channels—all at scale.
“Social plays a very strong role in how we interact with customers, both from how we deliver content to them and also how we deal with them in terms of their questions, issues, or problems that they may have,” said Keith Moor, Santander UK CMO. “With Sprinklr, we can deliver great customer experiences and enable each of our relevant business units -- across marketing and care -- to have more informed, human customer interactions.”
Prior to using Sprinklr, Santander didn’t have a collaborative, secure strategy to manage 3,000+ social messages weekly. This resulted in risks to the brand and internal inefficiencies. With Sprinklr, Santander has broadened, sharpened, and humanized the way it engages with customers. Over the past year, it has reached more than 100 million people, resulting in more than 1.5 million engagements. It is now the UK bank with the most Facebook engagements, with 34 percent of engagements in 2016. Most importantly, Santander is using Sprinklr to turn insights into action, bring marketing and care teams together, and help protect its brand.
“In the highly-regulated and complex financial industry where customers demand easy and personalized service, customer experience really is the key to success,” said Carlos Dominguez, President, Sprinklr. “Santander UK understands this and is using Sprinklr’s unified platform to fulfill its purpose of delivering more human and intuitive experiences at every touchpoint, for every customer.”
Santander UK is a financial services provider in the UK that offers a wide range of personal and commercial financial products and services. It has brought real competition to the UK, through its innovative products for retail customers and relationship banking model for UK SMEs. At 31 December 2016, the bank serves around 14 million active customers with c20,000 employees and operates through 841 branches (which includes 60 university branches) and 67 regional Corporate Business Centers. Santander UK is subject to the full supervision of the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA) in the UK. Santander UK plc customers are protected by the Financial Services Compensation Scheme (FSCS) in the UK.
Sprinklr is the first unified customer experience management platform for the enterprise. We help the world’s largest brands reach, engage, and listen to their customers on Facebook, Twitter, and 23+ other social channels for the purposes of marketing, advertising, research, care, and commerce. Sprinklr does all of that on one unified platform, which integrates with legacy systems and allows siloed teams to collaborate to deliver a seamless experience to every one of their customers across any channel — at scale. Headquartered in New York City with 1,400 employees in 19 offices, Sprinklr works with 1,200+ global companies including Nike, McDonald’s, Microsoft, P&G, Samsung, more than 50% of the Fortune 50, and nine out of ten of the world’s most valuable brands. Its partners include SAP, IBM, Microsoft, and many others across the CXM ecosystem. For more information, visit sprinklr.com or chat with us at @sprinklr.