Challenge 

What does it take to manage the most popular government TikTok in the world? One government transport agency in the Asia-Pacific region has created a platform that not only engages a younger audience but also amplifies critical public service messages. With over 50,000 followers on TikTok alone, their social content regularly goes viral, reaching up to 30 million views globally and helping communicate important information to a diverse audience.    

From road updates to behind-the-scenes stories, their social channels have become essential to everyday life. But this level of engagement wasn’t always easy. When the department’s social media lead joined in 2020, managing 21 accounts across Facebook, X, Instagram, LinkedIn, TikTok and YouTube was overwhelming. Manual processes and high volumes of engagement made it difficult to focus on creative, impactful storytelling.   

The team faced three key challenges: 

1. Volume and velocity: Publishing ~10 posts per day resulted in 500+ daily comments, often surging into thousands.   
2. Lack of workflow efficiency: Without automated tools or a unified platform, responding to messages and moderating content was time-consuming and inconsistent. 
3. Agent exposure to online abuse: Harmful messages affected the team’s emotional well-being, and there was no way to filter or remove abuse before agents saw it. 

The agency needed a solution that would allow them to scale with speed – without sacrificing safety, qualit, or responsiveness. 

Solution 

To modernize and streamline operations, the transport agency implemented Sprinklr Social and Sprinklr Service, creating a unified platform for publishing, engagement and customer care across all social channels. 

Automation that powers productivity 
First, the agency implemented Sprinklr Social to help manage all publishing and engagement across platforms. The team now uses automation to tag metadata, categorize incoming messages and prioritize responses based on topic, urgency and sentiment. This has freed up agents to focus on content strategy and storytelling.  

Enhanced safety 
The team is safer too, thanks to Sprinklr’s profanity moderation. The platform automatically detects and removes abusive messages before they reach team members, while preserving a record for review and reporting. In a single month, Sprinklr removed 371 abusive messages before they reached the team – helping to protect agents’ mental health. 

Increased visibility 
In addition to these benefits, says the social media team lead, the most significant advantage is the increased visibility that comes from having a unified platform. At any moment, the team can see what's happening across all channels and get a clear sense of public sentiment — effectively capturing the voice of the customer (VoC) in real time. 
 
“Sprinklr’s shareable dashboards break down engagement metrics, word clouds, audience feedback and more,” says the lead. “It democratizes data across the organization. Everyone can track what’s working, and use that information to improve their outreach efforts. 

This real-time VoC insight helps teams across the agency adapt messaging, improve outreach and stay aligned with public needs.  

Streamlined communication and increased efficiency 
Meanwhile, Sprinklr Service brings all conversations into one unified console, helping agents triage and respond more efficiently. With automated case management and persistent conversation threads, agents always have the full context — no matter when or where a message was received. This has led to more consistent, high-quality engagement across platforms. 

Even with just two agents online at a time, the team can now handle high message volumes with speed and clarity — freeing up time to create impactful content.  

Outcome 

With Sprinklr’s unified platform, the transport agency’s social team has dramatically increased productivity and reduced their manual workload: 

• The team saves 960 days annually, allowing them to shift from manual work to focus on more creative content development. 
• They save more than 100 days annually, thanks to streamlined case management that allows agents to respond to inquiries quickly. 
• Their social following has grown to more than 850,000 with some of their videos reaching up to 30 million views, demonstrating the powerful impact of their enhanced social media strategy.  

These time savings have fueled more creative content and improved public engagement— especially during emergencies. During a recent headline-grabbing weather event, the agency used Sprinklr to monitor public sentiment and deliver timely, trustworthy updates.   

“In times of crisis, Sprinklr is essential for communicating well with the public and reinforcing public trust,” says the social media lead.   

What began as a tactical upgrade, he says, is now a strategic advantage — helping the agency build trust, reach a broader audience and deliver more proactive, responsive public service to millions of people.