Microsoft Customer Story Sprinklr

CUSTOMER STORY Microsoft transforms its operations and drives e昀케ciencies by making the switch from Standard to Platinum Sprinklr Support 322% 99% 9.42/10 increase in LiveChat adoption initial response SLA met average CSAT score THE CUSTOMER THE CHALLENGE Microsoft (Nasdaq “MSFT” @microsoft) enables digital Before utilizing the Platinum Support o昀昀ering, it was di昀케cult for transformation for the era of an intelligent cloud and an intelligent Microsoft and Sprinklr to stay in transparent communication and edge. Its mission is to empower every person and every have a truly collaborative way to track the progress of projects and organization on the planet to achieve more. large-scale tickets. Microsoft refers to Microsoft Corp. and its a昀케liates, including By forging an ongoing relationship between key stakeholders from Microsoft Mobile Oy, a subsidiary of Microsoft. Microsoft Mobile Oy IT, Research, Care and ADS directly with the Platinum Support develops, manufactures and distributes Nokia X mobile phones team, Microsoft and Sprinklr have operationalized support ticket and other devices. management, LiveChat support, and engineering issue resolution –resulting in an increase in ticket submissions, CSAT survey responses, and ultimately producing a higher average CSAT score. Sprinklr Global Technical Support provides customer support through our own Sprinklr Support Sprinklr Service product 24 hours a day, 7 days per week and 365 days per year from three continents with agents speaking multiple languages, including 2020 TSIA Star Award Winner English, Spanish, Portuguese, Japanese, and Indian dialects. Sprinklr customers experience omnichannel access to customer support through Innovation in Support Services Automation email, live chat, social channels, and community. THE SOLUTION THE RESULTS Platinum Sprinklr • LiveChat support has given the MSFT team faster resolution Support responses to address urgent Advertising campaigns, resulting in Service high performance • Customer Satisfaction (CSAT) survey participation increased by 232 percent between January 2020 – July 2020 (more visibility = more engaged customers) • With Platinum, the initial response from Sprinklr Support is twice as fast as the Standard o昀昀ering, enabling the MSFT team to spend less time waiting for issues to be resolved, and more time achieving positive business outcomes • 74 percent of all cases (tickets) sent to Sprinklr Support between January 2020 – July 2020, received an initial response in 30 minutes or less thanks to AI and LiveChat capabilities © 2020 Sprinklr, Inc. All rights reserved. www.sprinklr.com [email protected]