After a lengthy evaluation process involving multiple partner support tools, McManamon zeroed in on Sprinklr Service Advanced.

“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.

WhatsApp to Sprinklr: Up and running within a week
Implementing Sprinklr’s out-of-the-box solution was a snap. With the help of a dedicated product team, UW 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 are 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.

• They launched AI-powered Ticketing Console surveys, which is a critical feature for UW, as a recommendation- and feedback-driven business. These tools allow them to gather essential insights from customers and showcase feedback internally.

• Survey data at the partner and customer level helps them analyze and provide consistent partner support 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.

McManamon and his team have successfully scaled their partner support operation without compromising quality.

• First contact resolution has grown by 48% in one year

• 99.19% of tickets are now resolved on the first attempt

• The number of five-star reviews for 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," says McManamon. "Everything that Sprinklr offered has been fulfilled with minimal disruption, and we were able to integrate them into our systems seamlessly."

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.


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