Estafeta opted to bring its entire customer experience solution in-house by implementing Sprinklr’s unified customer experience management (Unified-CXM) platform.

“Thanks to Sprinklr, I’ve been able to create an internal digital agency within Estafeta,” says Paul Fasterling, digital marketing coordinator at Estafeta.

Being truly omnichannel, Sprinklr enables Fasterling to integrate multiple social platforms — Facebook, Twitter, Instagram, LinkedIn, and, soon, TikTok — into one unified platform.

With a lean team of three community managers, he is now able to handle incoming requests from all channels and locations while improving SLAs. Here’s how they do it:

• Intelligent Case Management routes requests to the right agent at the right time to ensure always-on support.

• Canned Responses enable customer support teams to deliver quick, templatized responses with a degree of personalization.

• Sprinklr’s AI engine provides timely data that helps Estafeta gauge customer sentiment and modulate its support strategy in real-time.

Proactive Social Listening from Sprinklr Insights provides the Estafeta team with insights into conversations and complaints across social channels, even if the company is not directly mentioned. Consequently, the team is able to respond promptly to owned as well as earned mentions, avoiding escalation and churn.

Estafeta also uses Competitive Benchmarking for rapid categorization of requests and to compare its performance to other global logistics companies across three metrics: number of followers, number of impressions, and number of interactions on posts.

Social Publishing and Engagement from Sprinklr’s Sprinklr Social product suite enables the marketing team to collaborate easily on social content. Working from a common platform, team members run all content through approval workflows to ensure positive, on-brand messaging before publishing to Estafeta’s social channels.

Within two years of using Sprinklr, Estafeta has improved its customer support SLA by 60%, placing it among the top three in the industry for SLA performance. In addition, Sprinklr’s AI capabilities have proven to be 95% accurate in monitoring potential brand crises and brand affinity.

With Sprinklr powering support, social publishing, and scheduling, Estafeta now manages end-to-end digital marketing in-house, resulting in lower overheads for the company.

As the company continues to grow, it’s goal is to expand its reach on social platforms, incorporate more automation practices, and increase visibility in the global market.