How Evri used Sprinklr Service to boost its customer response rate by more than 3,000% without increasing headcount
The Challenge
British parcel delivery company, Evri, wanted to be more accessible and responsive to customers across social media channels and to be able to quickly route them to support when needed — and it wanted to do this at scale.
Sprinklr brings everything into one place, and automations allow us to monitor and respond to a high volume of comments and messages all from one central place.”
PR & Brand Reputation Manager, Evri
Evri is the United Kingdom’s largest dedicated parcel delivery company, delivering more than 700 million parcels a year. It offers seven-day delivery solutions for anyone who wants to send a parcel and works alongside some of the UK’s top retail brands. Over the last decade, Evri has seen double-digit growth and has reinvested profits into its people, technology, and operational network.
As part of a recent rebranding effort and ongoing digital transformation, Evri has invested significantly in enhancing the customer experience across digital channels. While the company had been tracking and responding to important conversations on X, formerly Twitter, it did not yet have an omnichannel solution that allowed its teams to respond to customer engagement or provide proactive care at scale.
“We were using three different platforms to try and manage our social responses,” explains PR and Brand Reputation Manager Sam Walker. “We had one platform that was flagging messages for us, but when we wanted to reach out to those customers, we had to do that directly through X, formerly Twitter, natively.” There was a separate platform for communication, and much of the work was manual and logged in spreadsheets.
Evri wanted to be more accessible and responsive to customers across social media channels and to be able to quickly route them to support when needed — and it wanted to do this at scale. As more and more customers migrate to social, Evri wants to meet them where they are and provide the care they expect from a leading parcel delivery service.
The Solution
Evri implemented Sprinklr Service, an out-of-the-box, enterprise-grade customer support solution that enables the company’s PR and Brand Reputation team to monitor and respond to social media messages efficiently and at scale.
It also allows the social media team to easily generate reports on social comment volume, response speed, customer sentiment, and trending topics. With Sprinklr Service, the team consolidated three previous solutions down to one — and they were up and running on the Sprinklr platform within a day.
“Sprinklr brings everything into one place, and automation allows us to monitor and respond to a high volume of comments and messages all from one central place,” says Walker.
Sprinklr Service has helped Walker’s lean team to operate much more efficiently:
- Canned responses enable them to handle a high volume of messages and comments across X, formerly Twitter, Instagram and Facebook. These one-click, templated responses to common questions save team members time by eliminating the need to compose a reply from scratch.
- Automated tagging helps the Evri team to understand customer sentiment and to categorize themes and trending topics.
- Teams can generate reports from the same, unified platform.
The Outcome
The Evri team now serves and responds quickly to more customers on more channels, identifies and engages in important, brand-related conversations, and easily reports out on trending topics and themes.
Prior to implementing Sprinklr, Walker’s team responded to around 200 customer comments in a month on X. Today, they’ve expanded the number of channels where they engage with customers. They now respond to more than 6,000 comments in a month — a more than 3,000% increase — without increasing headcount.
With Evri’s responsiveness across contact channels, customers are not only assured their courier is listening to them, but they receive quick guidance when they need it most. Walker says the positive impact of Sprinklr Service on his team was also immediate.
“They love it,” he says. “It's made their jobs much easier, much more fluid, and quicker.”