The Challenge

When Sean McManamon was given the challenge of finding a tool that helped solve customer service chaos effectively, he scoured the market for a solution that could help him scale up in the shortest possible time.

As network relationship manager for the U.K.-based multi-services provider Utility Warehouse (UW), the ability to efficiently manage partner interactions was paramount. The company needed a tool that could facilitate this growth while maintaining simplicity.

For McManamon, the ideal solution would:

• Be quick to set up and easy to use, requiring minimal training for agents
• Be able to create, manage and analyze customer satisfaction surveys
• Unify Whatsapp Business interactions, including Highly Structured Message (HSM) templates
• Provide in-depth, out-of-the box analytics
• Scale along with the business as it grows

We evaluated a range of tools and options, but Sprinklr's simplicity and ease of use stood out to us and made the choice easy.”

Sean McManamon

Network Relationship Manager

Utility Warehouse

The Solution

After a lengthy evaluation process involving multiple customer service tools, McManamon zeroed in on Sprinklr Service Self-Serve.

“We evaluated a range of tools and options, but Sprinklr's simplicity and ease of use stood out to us and made the choice easy,” says McManamon. Implementing Sprinklr’s out-of-the-box solution was a snap. With the help of a dedicated product team, Utility Warehouse was up and running within a week.

“The transition was so smooth and pain-free that we wondered, ‘Is that it?’" says McManamon.

Once onboarded, UW's team immediately began leveraging Sprinklr's features to enhance both partner and customer engagement:

• They connected their Whatsapp Business Account into Sprinklr to streamline all interactions. They were also able to use the HSM Templates to provide customized experiences to customers.
• They started using the AI-powered Ticketing Console to consolidate all incoming tickets, manage SLAs and send responses.
• The Canned Response feature now saves them time by automating responses to the most frequently asked questions.
• Launched AI-powered Ticketing Console surveys, which was a critical feature for UW, as a recommendation- and feedback-driven business. These tools allowed them to gather essential insights from customers and showcase feedback internally.
• Survey data at the partner and customer level helped them analyze and provide consistent customer service experiences.

The ability to send automated responses to every customer inquiry has proved critical for UW as well.

“We immediately saw a huge drop in the number of phone calls we received because the automated responses assuage customer anxiety and let them know their issues are being actively looked into,” explains McManamon.

The Outcome

McManamon and his team have successfully scaled their customer service operation without having compromising quality.

• First contact resolution has grown by 48% in one year
• 99.19% of tickets resolved on the first attempt
• The number of 5 star reviews on their services grew from 66% to 93% in one year

“We worked with our IT team on the implementation process, and it was really straight forward. Everything that Sprinklr offered has been fulfilled with minimal disruption and we were able to integrate them into our systems seamlessly,” says McManamon.

Utility Warehouse has been a Sprinklr customer for over a year now and recently expanded its partnership to onboard a third team to the platform.