TrueBlue staffs up its social strategy with Sprinklr Service Self-Serve
The Challenge
TrueBlue is a leading staffing, recruiting and workforce management company that works across a wide variety of industries, including construction, energy, manufacturing, financial services, pharmaceuticals, transportation, aviation and energy.
Expanding brand visibility on social media channels is important, but we also want to make sure our customers are having a great experience with our brand. We need to let people know we’re here listening, supporting them and answering their questions. And without Sprinklr, it’s not possible to do this effectively.”
Social Media Specialist, TrueBlue
Every day, TrueBlue assigns as many as 100,000 people to work, drawing from a database of hundreds of thousands of candidates. Each year, it places more than 250,000 people in permanent positions.
Tyler Mason heads up social media marketing for the company’s PeopleReady brand. The social media specialist works with his team of about 35 people to develop on-brand content that resonates with TrueBlue’s audience across social channels, including YouTube, TikTok, Instagram, Facebook, X and LinkedIn. They also track and manage engagement on those channels. With more than 600 social accounts in their purview, Mason and his team needed a digital platform that allowed them to scale their social strategy and ensure a best-in-class experience for anyone engaging with the brand on social.
Previously, the team had relied on a combination of native platforms, which did not provide the depth and organization needed for overseeing so many accounts. So, the search was on for a more robust and comprehensive solution.
The Solution
TrueBlue selected Sprinklr Service Self-Serve because of its suite of robust features that answers their requirements in a way other software does not.
From ticketing, to automations, and in-depth analytics, Sprinklr’s powerful, lightweight solution perfectly unifies customer service solution. Sprinklr’s AI-powered platform enables a streamlined customer service experience and allows a lean social team to nimbly handle inbound message volume across hundreds of social accounts.
TrueBlue has realized substantial benefits by harnessing the capabilities offered within Sprinklr Service Self-Serve, including:
Seamless customer care
For Mason, Sprinklr's customer service platform, stands out as a key differentiator and has become a crucial asset in TrueBlue's social strategy. It enables TrueBlue to manage customer interactions, both in its social inboxes and comments. The ability to utilize pre-built responses and templates not only streamlines response times but also ensures consistency in communication.
“The way that Sprinklr Service is organized also makes it very easy for any team member to step in and pick up where another has left off,” says Mason. This contributes significantly to TrueBlue's responsive and adaptable social approach, enhancing customer engagement and support.
Simplified conversation tracking
The ticketing component in Sprinklr Service plays a pivotal role in TrueBlue’s social care strategy, enabling the team to easily track and thread entire conversations. Mason says it’s also helpful for escalation tagging, providing a comprehensive view of interactions.
“The ticketing capability not only contributes to robust analytics of social post KPIs,” he explains, “but it also enhances our understanding of audience concerns.”
This proactive approach aids in mitigation and early issue identification, preventing potential challenges from escalating into more significant problems for the company. Automations within Sprinklr Service enhance TrueBlue’s response times and ensure a systematic and proactive approach to customer interactions.
The Outcome
Sprinklr Service Self-Serve now powers TrueBlue’s customer service strategy and execution across the PeopleReady brand’s 8+ social and digital accounts.
Sprinklr Service Self-Serve now powers TrueBlue’s customer service Strategy strategy and execution across the PeopleReady brand’s 8+ social and digital accounts. It enables the team to track engagement, ensuring questions and concerns are addressed and resolved and SLAs are met.
Within 60 days, the TrueBlue team had the following improvements:
- They closed 51% more cases within their SLA
- They improved their average first response time by 23 hours.
- Their average handling time improved by more than 25 minutes.
- Their average ticket closure time went from 13 days to two.
“Expanding brand visibility on social media channels is important, but we also want to make sure our customers are having a great experience with our brand,” says Mason. “We need to let people know we’re here listening — supporting them and answering their questions. And without Sprinklr, it’s not possible to do this effectively.”
“The customer service component of the platform is really why we love Sprinklr and why we feel like Sprinklr is different.”