Challenge

Too many conversations, not enough time 

One of the world’s leading beverage companies was originally set up on social media to support just a single brand presence on Facebook. But as the business expanded — adding 22 brands and scaling across Instagram, X (formerly Twitter), WhatsApp and email — message volume skyrocketed. Its customer care team was overwhelmed by a surge in tags and messages, especially during high-traffic moments, like music festivals, product launches, and trending TV episodes. A typical Monday for the team meant reviewing and responding to over 5,000 messages from the weekend alone. Without automation or a unified system, the process was labor-intensive and unsustainable, putting significant pressure on agents and increasing response times.  
 
As interaction volumes soared, the company needed a smarter, more scalable way to manage consumer engagement while maintaining high service standards.

Solution  

Centralized engagement and scalable AI 

To manage this complexity, the company began by adopting a centralized social media engagement tool. When that solution was acquired by Sprinklr in 2020, the transformation accelerated. 
 
With Sprinklr’s unified platform, the team could manage and all customer interactions across social, messaging, voice and email — all in one place. But the real breakthrough came with the introduction of Sprinklr AI, including Intuition Moderation, which automatically interprets message content to determine which messages require a response and which do not. It also sorts messages into categories such as questions or complaints, so each message can be routed to the appropriate team.  

“The transition to Sprinklr has enabled us to manage consumer interactions efficiently across social, email, voice and WhatsApp,” explains the company’s senior customer relationship manager. “And more importantly, we’re now equipped to focus our team’s energy where it matters most. 

Sprinklr’s Salesforce integration empowers the team to link social signals with broader customer data, enabling faster responses to potential issues across legal, brand and corporate affairs. Key improvements include: 

• 78% of inbound messages are identified and removed as non-engageable before reaching the care team 
• 69% decrease in the number of cases assigned to agents, thanks to automated triage of non-engageable messages (down from 99% to 29%) 
• Only 22% of engageable cases require the attention of human agents 
• 75% reduction in agent SLA, with average resolution time dropping from 14 hours to 3 hours 44 minutes 

Outcome 

From reactive service to proactive intelligence 

Sprinklr’s platform didn’t just help streamline operations — it redefined the role of customer care within the organization. What was once a reactive service team is now a strategic intelligence hub, identifying risks, supporting brand strategy and helping shape marketing campaigns. 

Instead of wading through 5,000 raw messages each Monday, the team now deals with just 500 actionable conversations, thanks to smarter filtering and AI-powered triage. And with real-time dashboards and social listening, they track sentiment, spot trends and even guide creative decisions — like analyzing how different demographics associate the company’s brands with music genres or cultural moments. 

“By embracing Sprinklr’s cutting-edge capabilities, we've transformed customer service from a reactive function into a proactive, data-driven team that powers strategic decisions, identifies emerging opportunities and brings the company closer to our customers,” says the customer relationship manager.