Challenge

One of the world's largest mining companies operates in more than 15 countries with more than 200,000 employees, including both direct and contractors. Despite its size and scale, the company has remained committed to sustainability and innovation — and to maintaining strong relationships with its global audience.  

Given its diverse operations across minerals extraction, energy and logistics, the company found it increasingly challenging to manage and respond to more than 10,000 customer interactions per month across multiple social media platforms. With fragmented communication channels and the need for timely, personalized support, the company wanted to improve its response times and enhance customer satisfaction. To do this, it needed a more scalable, unified approach to streamline customer service on social channels and foster meaningful relationships with its global audience. 

Solution

Channel-less architecture, unified data layer and AI-driven intuition moderation 

When the mining company partnered with Sprinklr, it introduced a unified command center for customer service. Sprinklr Service enables the company to consolidate all customer interactions — across Instagram, Facebook, Twitter and TikTok — onto a single platform. The 360-degree data and conversation interface allows the team to view the full customer interaction history, providing context based on past engagements. User data is securely stored within a single, centralized platform. 

The company uses Sprinklr AI to assess the engageability of incoming messages—automatically filtering out irrelevant or non-actionable content before involving human agents. This approach has significantly reduced response times, improved service quality and enhanced operational scalability. 

Now, the social media team has a comprehensive view of customer cases and the ability to seamlessly switch between channels. This has enabled them to build stronger relationships and foster trust with the company’s audience.  

Community building  

With a personalized customer profile view, the mining company can now accurately identify and segment users who engage most with its content. This enables a highly tailored and strategic approach to audience engagement.  

Recently, the communications team, using Sprinklr’s Care Console, identified a dedicated fan of the company’s locomotives on Instagram. This user was creating high-quality content about the topic, which was then leveraged as inspiration for new content ideas across the company’s official social channels. This interaction not only strengthened the company’s relationship with its audience but also provided valuable insights for creating more relevant and engaging materials.  

As a result of this personalized and collaborative approach, the mining company saw a significant 7% increase in CSAT (Customer Satisfaction Score) across its social channels. This success highlights the effectiveness of its engagement strategy, which enhances both customer experience and content relevance, ultimately driving higher engagement and satisfaction. The company has realized first-hand the importance of proactive customer relationship management and the positive impact of personalization on brand performance metrics. 

Outcome

The mining company’s social media team has significantly improved its ability to monitor online conversations that directly impact its brand and customer experience. With the adoption of advanced tools, the company is now better equipped to respond swiftly to inquiries and concerns, ensuring proactive and effective customer relationship management. 

Key outcomes of this strategy include: 

• 7% increase in customer satisfaction (CSAT), reflecting the positive impact of faster and more personalized customer service. 
• 50% reduction in first response time, cutting it from four days to two, ensuring quicker and more effective service. 
• 56% decrease in case resolution time, reducing the average problem-solving time from nine hours to just four, providing a more agile and satisfying customer experience. 

Additionally, the mining company achieved significant cost savings by optimizing workflows and consolidating tools. This has led to reduced operational expenses and has freed up resources for reinvestment in customer service excellence. This transformation has not only strengthened the company’s user experience but also positioned the company as an industry leader in service efficiency and innovation.