Challenge

Before digital payments became standard in this Latin American market, a fast‑growing financial technology company had already made seamless digital transacting part of everyday life. Years ahead of national infrastructure rollouts, the company introduced a simpler way for people and businesses to move money instantly, securely and without friction — helping redefine how consumers paid, transferred and interacted across an evolving digital economy.

By consistently expanding its ecosystem and pushing the boundaries of what modern payments could look like, the company established itself as one of the country’s most forward‑thinking financial innovators. But as adoption surged and its user base scaled into the tens of millions, so did the pressure on its digital customer service operations.
While the company had already adopted Sprinklr Marketing, it hadn’t yet tapped into the platform’s full capabilities. Key challenges included:

• Reducing first response time (FRT) while ensuring metrics accurately reflected the customer experience.
• Boosting agent productivity, which was previously tracked manually using Excel spreadsheets.
• Improving operational efficiency in a high-cost channel without increasing headcount.
• Enhancing customer satisfaction globally, as measured by Net Promoter Score (NPS), in alignment with the company’s strategic goals.

Solution

To transform its operations end‑to‑end, the company implemented a unified, data‑driven strategy powered by Sprinklr — unlocking faster service, smarter workflows and deeper customer insights.

Custom metrics and a 360° customer view 

The company’s transformation began with a deeper understanding of what “response time” truly meant to its customers. Using Sprinklr’s flexible metric customization, the team implemented two complementary views of FRT:

• Customer View: Measures the time between the customer’s first message and the agent’s reply.
• Customer Journey: Focuses on the time between the last message and the agent’s response, excluding automated replies.

This dual approach gives the company a more accurate picture of service performance — one that aligns with both internal goals and customer expectations. Since 2022, this has resulted in a 70% reduction in the Customer View FRT and a 75% reduction in the Customer Journey FRT over the same period.

These improvements reflect a faster, more responsive customer service operation driven by metrics that truly represent the customer experience.

Automated productivity through Sprinklr Pipeline 

The company also tackled a long-standing challenge: tracking agent productivity. Previously managed through manual spreadsheets, performance measurement was time-consuming and inconsistent.

With Sprinklr’s Pipeline capability, the team introduced an automated model that tracks based on the use of macros like “Waiting for Response,” “Escalated,” and “Closed” — and displays daily goals in real-time dashboards.

This shift not only improves visibility but also frees up agents to focus on what matters most: delivering quality service. It enables a current rate of 85% average productivity, which means more time for strategic work and customer delight.

NPS strategy and customer experience

The company also reimagined its approach to customer satisfaction. By restructuring the NPS survey process, the team has ensured that any unresolved case automatically re-enters the service funnel, closing the loop and preventing dropped conversations.

This change gives them greater control over experience indicators and helps the team proactively address customer needs. As a result, the company has lower recontact rates and higher resolution rates, as well as improved predictability and greater control over CX metrics. NPS has jumped from 47 to 71, placing social media channels in the company's "excellence zone."

“The real differentiator was understanding the platform’s potential and applying it strategically,” says the company's operations manager. “Today we do more with less — maintaining efficiency even with a lean team.”

Automated publishing and campaign performance

On the marketing side, Sprinklr helped the company streamline content publishing across multiple channels. What once required manual effort and coordination now happens with a single action, saving time and ensuring brand consistency.

Campaign reporting also saw a major upgrade. Reports that previously took up to five business days to compile are now generated instantly, with just a date filter adjustment. This amounts to 72 hours saved per month on publishing tasks; 35 hours saved per month on manual analysis; and faster decision-making and real-time campaign optimization.

Listening and brand intelligence 

With Social Listening, the company gains real-time visibility into how its brand and campaigns are perceived across social media and news outlets. The team can now measure earned media value, track sentiment and adjust creative strategies based on actionable insights.

This capability also strengthens collaboration between marketing and customer experience teams, creating a unified view of the customer journey. It’s resulted in nearly $1.5 million in earned media value from monitored campaigns; real-time, actionable insights into creative performance and audience sentiment; and full integration between marketing and CX.

Empowering teams and building community

Perhaps the most meaningful shift was internal. By automating routine tasks, the company gives its agents the space to take on more strategic, consultative roles. The result is not just improved performance, but a stronger sense of purpose and team cohesion.

“An overloaded agent cannot delight customers,” says the operations manager. “We managed to improve quality of life for the team, which directly reflects customer experience.”

This cultural transformation led to higher satisfaction, stronger team morale and measurable financial gains.

Outcome 

The company's strategic use of Sprinklr led to faster service, smarter operations, and stronger customer satisfaction — without increasing headcount.

• Faster service and smarter metrics 
  Custom FRT views helped the company reduce response times by over 70%, aligning performance with real customer experiences.
• Higher productivity with fewer manual tasks 
  Automated tracking replaced spreadsheets, boosting agent productivity to 85% and freeing up time for quality interactions.
• A leap in customer satisfaction 
  NPS rose from 47 to 71, with lower recontact rates and improved resolution — placing social channels in the company’s excellence zone.
• Marketing efficiency and real-time insights 
  Publishing and reporting tasks now take minutes, not days — saving over 100 hours monthly and enabling faster campaign decisions.
• Stronger brand intelligence and team alignment 
  Sprinklr Listening delivered more than $1.5 million in earned media value and unified CX and marketing teams around real-time audience insights.
• Empowered teams and a culture of excellence 
  Automation gave agents space to be strategic, improving team morale and directly enhancing the customer experience.