Sprinklr Case study | Digital Adoption Solution | WalkMe

Sprinklr boosts productivity, improves user experience, and reduces support for both employees and customers with WalkMe.

employee support

85% reduction in employee support tickets on a travel management tool

digital workplace

30% increase in time spent by customers in the platform

digital workplace

330% increase in customers who used top new features within two weeks

Customer Experience Management platform Sprinklr serves an impressive, fast-expanding client list. Meeting onboarding requirements for customers and new hires, however, was a challenge. Sprinklr deployed WalkMe for both its employees and customers, offering easy-to-use, in-app guidance that engaged end users and effectively reduced the company’s internal support burden. Since adopting WalkMe, Sprinklr reports:

  • 85% reduction in employee support tickets on a travel management tool
  • 30% increase in time spent by customers in the platform
  • 330% increase in customers who used top new features within two week

WalkMe had a huge impact on Sprinklr in a short period of time - we use WalkMe for both our employee-facing applications and our customer-facing SaaS solutions, and our time to value was within 90 days for both use cases. Creating a frictionless employee experience leads directly to customer happiness and overall growth. With WalkMe, employee support tickets reduced by up to 85% and the customer time in the Sprinklr platform increased by 30% in the last year.

Asha Aravindakshan

VP of Customer Delight and Operations

Executive Summary

Since 2009, Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, has been creating technology to help enterprises and organizations understand and take action on a tremendous amount of customer data. The company’s fast-growing client list includes many of the largest brands in the world; and its employee base is increasing in step. But onboarding—of both new hires and new clients—was falling behind, demonstrated by a rising internal support burden.

Sprinklr implemented WalkMe for both their employees and customers. Internally, WalkMe was layered over several enterprise applications, offering customized in-app guidance that over 85% of employees engage with regularly. Outreach for support has fallen substantially, and employee productivity has improved. Externally, WalkMe is used to create custom in-product onboarding experiences with real-time guidance to feature use. By boosting feature adoption and offering actionable insights into customer behavior, Sprinklr improved the overall customer experience, contributing to a higher retention rate.

  • WalkMe for Employee Experience
  • WalkMe for Customer Experience

About Sprinklr

Sprinklr (@Sprinklr) is the world’s leading Customer Experience Management (CXM) platform. We help organizations listen to, engage, and reach customers and citizens across 25 social channels, 11 messaging channels, and hundreds of millions of forums, blogs, and review sites. Sprinklr is a global company with 1,900 employees helping the world’s most valuable enterprises make their customers happier.

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