Uber builds the blueprint for global social care at scale
Uber's Brian Geoghagan and Emily Budke share how the company used Sprinklr to transform its social care infrastructure — empowering agents, reducing costs and protecting brand trust at scale.
By Brian Geoghagan, Program Lead, Global Social Care and Tooling
Over the course of my career, I’ve had the privilege of working on more than 300 Sprinklr implementations across some of the world’s most complex service environments. Leading the global social care and tooling program for a Fortune 500 company like Uber has taught me that scaling social care isn’t just about technology. It’s about building resilient systems that empower people, protect brands and adapt to constant change.
Today, global brands face a dual imperative: deliver exceptional customer care at scale while safeguarding brand integrity across diverse markets. At Uber, we’ve spent the last few years reimagining our global social care operations to meet that challenge. The results speak volumes: a significant reduction in service costs, improved agent productivity and a safer, more supportive environment for frontline teams.
Our transformation offers a blueprint for how enterprise organizations can achieve both scale and quality through strategic infrastructure, intelligent automation and a unified view across global operations.
The Challenge: Fragmentation at Scale
Uber’s social care program spans multiple global sites, each operating in distinct regulatory, linguistic and cultural contexts. Prior to our transformation, fragmented reporting and inconsistent workflows made it difficult to scale efficiently or respond to emerging issues in real time. In addition, agents faced complex, multi-faceted support requests and exposure to harmful content — conditions that threatened both performance and well-being.
Scaling social care isn’t just about technology. It’s about building resilient systems that empower people, protect brands and adapt to constant change.
Unified infrastructure for global agility
We began by building a unified foundation for social care — one that could support consistent measurement, real-time visibility and operational alignment across markets. Standardizing reporting across all global sites gave us a clear view of key performance indicators like CSAT and average handling time. This shift unlocked real-time visibility into agent performance and empowered team leads to act on insights instantly.
Sprinklr’s Supervisor Console, with its real-time dashboards, became a linchpin in this strategy. It gives managers the tools to identify inefficiencies, resolve issues proactively and maintain high service quality across geographies. This operational consistency is now central to our ability to protect the brand and deliver responsive care at scale.
Real-time intelligence for brand protection
With a global footprint, rapid response to emerging risks is non-negotiable. With Sprinklr’s Alert Manager, we developed a multilingual escalation detection system that allows us to monitor situations across markets and languages. This capability allows Uber to deploy agent resources strategically, ensuring quick resolution of critical issues and reinforcing brand trust.
Data integration for holistic customer insight
We also focused on connecting the dots across channels by integrating Sprinklr’s API with Uber’s owned data platform. This seamless data flow connects social care with in-app support and other channels, giving decision-makers a unified view of customer interactions. The result is smarter strategic planning and tighter operational alignment.
Automation that elevates agents
Efficiency and agent well-being were dual priorities. To this end, we automated case assignment and agent workflows, enabling agents to handle more cases per shift with less friction. Auto-fill rules and macros help streamline responses, while NSFW content masking — developed with Sprinklr’s Success and Managed Services teams — now protect agents from disturbing content, especially those working remotely in family environments.
Scalability through standardization
Scalable reporting has been the cornerstone of our transformation. With Sprinklr’s support, we built and customized, unified dashboards with over 100 unique widgets each, empowering leadership with granular, actionable insights into our social care program. Standardized structures now allow teams to maintain dashboards independently, saving hundreds of hours previously spent on manual updates.
Transforming global social care at Uber has required more than operational fixes: it’s demanded a strategic rethinking of how we scale empathy, intelligence and resilience across markets. Sprinklr has been a critical part of that architecture — flexible enough to meet the complexity of our global footprint and powerful enough to help us move faster, smarter and with greater care.
Administrator group sustains innovation
To sustain long-term success, we built a Sprinklr administrator group focused on platform governance and continuous improvement. This cross-functional team ensures stability, maintains documentation and manages configuration updates — allowing our systems to evolve in step with Uber’s strategic priorities.
Transforming global social care at Uber has required more than operational fixes: it’s demanded a strategic rethinking of how we scale empathy, intelligence and resilience across markets. Having led hundreds of implementations across industries, I’ve seen firsthand that success hinges not just on the technology we choose, but on how we architect them to serve people and purpose.
Sprinklr has been a critical part of that architecture — flexible enough to meet the complexity of our global footprint and powerful enough to help us move faster, smarter and with greater care. As we look ahead, our focus remains on evolving with intention: building systems that empower teams, protect the brand and deliver meaningful experiences at scale.
