Pet food producer unifies global customer experience
By centralizing social interactions with Sprinklr’s AI-powered platform, a leading pet food brand transformed consumer care into a strategic growth engine — boosting NPS by 20 points and turning data into actionable insights.
Challenge
A pet food producer serves pet owners worldwide with expert advice and nutritional support. In 2018, the company set out to enhance customer experience and care at a global level. Recognizing the immediacy of social media and its importance to a new generation of consumers, the customer care team saw an opportunity to unify customer interactions across channels onto one platform. They wanted to transform customer care into a proactive, data-driven experience that could support marketing, demand generation and service innovation.
Solution
The company adopted Sprinklr’s AI-powered social media management platform to centralize customer interactions, starting with social media. This allowed agents — 80% of whom are veterinarians and nutritionists — to deliver faster, more personalized advice without searching across multiple systems for answers.
AI is now being used in three key ways:
- Knowledge Base: Feeding internal knowledge into an AI assistant to help agents respond quickly and accurately.
- Insight Generation: Deriving structured insights from unstructured conversations to inform strategy.
- Data Integration: Connecting consumer care data with marketing and CRM platforms to enable end-to-end experiences.
Outcome
Sprinklr is now used for all social media interactions. The unified approach led to a dramatic increase in customer satisfaction. In markets where the full solution was piloted, the company’s Net Promoter Score (NPS) jumped 20 points in less than four months. Pet owners responded with praise, with many noting that the brand had gone “above and beyond” standard consumer care.
Internally, consumer care evolved from a siloed function into a strategic enabler of new services and experiences. The data collected now informs marketing, product development and proactive engagement — turning the company’s care operations into a source of business intelligence. Integrating their internal knowledge base with Sprinklr AI has made their agents happier and more efficient, says the company’s head of consumer care.
“The result is actually tangible,” says the consumer care head. "Consumer Care is now a source of insight and a catalyst for new customer experiences.”