Sprinklr: Unified Customer Experience Management Platform

For businesses looking to optimize customer engagement across social, digital, and traditional channels, Sprinklr offers a unified platform for managing and analyzing customer interactions. CXponent provides expert guidance in leveraging Sprinklr’s solutions to enhance customer experiences and drive consistent engagement across your marketing, customer care, and social media efforts.

• Unified Customer Experience Management: Sprinklr provides a unified platform for managing customer experiences across digital, social, and traditional channels, allowing businesses to engage customers and manage interactions seamlessly.

  • Social Media Management: Sprinklr’s platform includes robust social media management tools for content creation, scheduling, publishing, and analytics across multiple social media platforms.

  • AI-Powered Insights: Sprinklr leverages AI and machine learning to analyze customer data, offering real-time insights into customer sentiment, engagement, and behavior to improve customer experiences.

  • Customer Care and Support: Sprinklr’s customer care solutions enable businesses to manage and respond to customer inquiries across multiple channels, ensuring consistent and timely support.

  • Advanced Analytics and Reporting: Sprinklr provides comprehensive reporting tools that track customer interactions, marketing campaigns, and customer service performance, helping businesses optimize their customer engagement strategies.

• Unified Customer Engagement: Sprinklr helps businesses manage customer interactions across multiple channels, providing a consistent customer experience and improving engagement.

  • Social Media Management and Analytics: Sprinklr’s tools allow businesses to schedule, publish, and analyze social media content across platforms, optimizing social media strategy and engagement.

  • AI-Driven Customer Insights: Sprinklr’s AI-powered analytics provide businesses with real-time insights into customer sentiment, behavior, and preferences, enabling data-driven decision-making.

  • Multi-Channel Customer Care: With Sprinklr’s customer care solutions, businesses can manage and respond to customer inquiries across social media, chat, email, and traditional channels, improving customer satisfaction.

Sprinklr offers subscription-based pricing based on the number of users, channels managed, and the level of AI and analytics features required. Pricing scales with the size of the business and the scope of customer engagement and social media management needs. Custom pricing is available for larger enterprises with complex customer experience requirements.

• Cloud-Based Platform: Sprinklr operates as a cloud-hosted solution, requiring stable internet access and compatible devices for businesses to manage customer interactions across channels.

  • Integration Capabilities: Sprinklr integrates with various CRM platforms, marketing automation tools, and customer service systems, enabling unified data management and workflows.

  • Security & Compliance: Sprinklr adheres to industry-standard security protocols, including SOC 2, GDPR, and HIPAA, ensuring that customer data is protected and handled securely.

  • AI & Analytics Setup: Businesses must configure AI-powered insights and analytics to effectively analyze customer interactions and optimize engagement strategies.

• Unified Customer Experience Management Needs: Businesses seeking to manage customer interactions and engagement across social, digital, and traditional channels will benefit from Sprinklr’s Unified-CXM platform.

  • Social Media Strategy Focus: Companies that need to manage and optimize their social media presence across multiple platforms should consider Sprinklr’s social media management tools.

  • Customer Care and Support Optimization: Organizations looking to provide consistent, multi-channel customer support will find value in Sprinklr’s customer care solutions.

  • Integration with Marketing and CRM Systems: Ensure that Sprinklr integrates smoothly with your existing CRM, marketing automation, and customer service systems for unified data management and customer insights.

• Deployment Time: Sprinklr’s Unified-CXM platform can typically be implemented within 8-12 weeks, depending on the size of the business and the complexity of the customer engagement strategy.

  • Considerations: Ensure that your marketing, customer care, and IT teams are involved in the deployment process to configure customer engagement workflows, integrate systems, and optimize AI-powered insights.

  • Security & Compliance: Verify that Sprinklr’s security protocols and compliance certifications align with your organization’s regulatory requirements for data protection and customer data management.

Comprehensive Support for Enterprise Success

Sprinklr is committed to ensuring our enterprise clients maximize their investment and achieve optimal outcomes. Our multi-tiered support structure is designed to provide responsive, expert assistance tailored to varying operational needs.

Support Tiers:

• Standard Support: Included with all subscriptions, offering 24/7 access to our online knowledge base, documentation, and community forums. Email-based support for non-critical issues during business hours.
• Premium Support: Provides enhanced SLA-backed response times, 24/7 phone and email support for critical issues, and a designated Technical Account Manager (TAM) for strategic guidance and proactive platform optimization.
• Elite Support: Our highest tier, offering white-glove service with a dedicated TAM, priority incident management, quarterly business reviews, on-site support options, and custom training programs.

Response Times:

• Critical Issues (P1): Under 1-hour initial response for Premium and Elite tiers, 4-hour for Standard (during business hours).
• High Issues (P2): Under 4-hour initial response for Premium and Elite, 8-hour for Standard.
• Medium/Low Issues (P3/P4): Defined response times based on tier, typically within 24-48 business hours.

Training & Resources:

• Sprinklr University: A comprehensive online learning platform with self-paced courses, certifications, and role-based training modules for administrators, agents, and marketers.
• Knowledge Base: Extensive library of articles, FAQs, and troubleshooting guides.
• Webinars & Tutorials: Regular live and on-demand sessions covering new features, best practices, and industry trends.

Community Support:

• Sprinklr Community: An active online forum for peer-to-peer support, sharing insights, and connecting with Sprinklr experts.

Professional Services:

• Beyond technical support, Sprinklr offers a full suite of professional services including implementation, strategic consulting, custom integrations, advanced analytics, and ongoing optimization to ensure successful platform adoption and business value realization.

Integration Capabilities

Sprinklr offers extensive integration capabilities designed to seamlessly connect with your existing enterprise ecosystem, ensuring a unified data flow and enhanced operational efficiency. Our platform supports a wide array of integration methods to meet diverse organizational needs.

Supported Platforms & Pre-built Connectors: Sprinklr provides out-of-the-box integrations and certified connectors for numerous leading business applications across various categories, including:

• CRM Systems: Salesforce Sales Cloud, Microsoft Dynamics 365, SAP CRM.
• Marketing Automation: Adobe Marketo Engage, HubSpot, Oracle Eloqua.
• E-commerce Platforms: Shopify, Magento, Salesforce Commerce Cloud.
• Data Warehousing & Business Intelligence: Snowflake, Amazon Redshift, Google BigQuery, Tableau, Power BI.
• Collaboration & Productivity: Slack, Microsoft Teams, Jira.
• Customer Service Platforms: Zendesk, ServiceNow.
• Ad Platforms: Google Ads, Facebook Ads Manager, LinkedIn Ads.

These pre-built connectors facilitate rapid deployment and streamline data synchronization, enabling a holistic view of customer interactions and campaign performance.

API Documentation & Custom Integration Options: For specialized requirements, Sprinklr offers a robust and well-documented API. Our RESTful API provides comprehensive access to platform functionalities, allowing developers to:

• Programmatically ingest data from proprietary systems.
• Export customer data, engagement metrics, and content performance.
• Automate workflows and trigger actions based on real-time events.
• Develop custom applications and extensions that leverage Sprinklr's AI and CX capabilities.

Detailed API documentation, including endpoints, authentication protocols, and example use cases, is available to customers and partners. Sprinklr also supports webhooks for real-time event notifications, enabling immediate responses to critical customer activities across integrated systems. Our professional services team can also assist with complex custom integration projects.

Security & Compliance at Sprinklr

Sprinklr is committed to maintaining the highest standards of security and compliance to protect customer data and ensure operational integrity. Our robust security framework is built on industry best practices and designed to meet the stringent requirements of global enterprises.

Certifications & Standards: Sprinklr holds key industry certifications demonstrating our commitment to data security and privacy. These include:

• ISO 27001: Certified for our Information Security Management System (ISMS), covering the entire Sprinklr platform and underlying infrastructure.
• SOC 2 Type 2: Annual audit reports confirm our controls related to security, availability, processing integrity, confidentiality, and privacy over a sustained period.
• GDPR, CCPA, LGPD Compliance: Our platform is architected to support global data privacy regulations, offering features and processes to help customers meet their compliance obligations.

Data Protection & Privacy:

• Encryption: All data, both in transit and at rest, is encrypted using industry-standard protocols (e.g., TLS 1.2+ for data in transit, AES-256 for data at rest).
• Data Residency: Sprinklr offers data residency options, allowing customers to choose specific geographical regions for data storage to meet regulatory requirements.
• Anonymization & Pseudonymization: Tools and features are available to support the anonymization and pseudonymization of personal data within the platform.

Access Controls & Audit Capabilities:

• Role-Based Access Control (RBAC): Granular, customizable RBAC ensures that users only have access to the data and functionalities necessary for their roles.
• Single Sign-On (SSO): Integration with enterprise identity providers (e.g., Okta, Azure AD) via SAML 2.0 and OAuth 2.0 for streamlined and secure user authentication.
• Comprehensive Audit Trails: The platform provides detailed audit logs for all user activities, data modifications, and administrative actions, enabling full traceability and forensic analysis. These logs are immutable and accessible for customer review.

Infrastructure Security: Built on leading cloud providers (AWS, Microsoft Azure, Google Cloud), Sprinklr leverages their inherent security capabilities, including network segmentation, DDoS protection, and continuous security monitoring. Sprinklr augments this with its own layers of security controls, including intrusion detection/prevention systems (IDS/IPS) and regular vulnerability scanning and penetration testing.