Australian Utilities Company Launches Social Media Crisis Management Workflow with KINSHIP digital

Background

A utilities company specialising in Gas and Electricity, servicing customers Australia wide.

KINSHIP digital has been providing Sprinklr managed services to the utility provider since 2017. KINSHIP digital supports the team with Sprinklr platform updates, configurations and ongoing support services.

Challenge

To efficiently manage a high volume of diverse customer queries received across a range of modern channels.

The recent global pandemic has exacerbated this challenge, as Australians have increasingly turned to social media during this period to ask questions, voice concerns and communicate with companies due to:

• Lower consumer confidence

• Radical disruptions to labour forces with forced business closures

• Dynamic government policies easily misinterpreted or outdated

In the period from January 1st to March 31st there was a 36% increase in actionable customer cases in 2020 compared to 2019.

Strategy

Initial onboarding:

Leverage the Sprinklr Modern Care product to centralise the triaging for all social-media customer queries. Improving the customer experience by instant auto assignment of cases to the next available agent as well as the seamless transfer of social cases between agents. Additionally, Sprinklr’s reporting capabilities empowers the energy provider to analyse and improve their community management efforts with agent-level reporting against SLA targets.

Crisis management workflow and use case:

Under the existing Managed Services Support, KINSHIP digital provided the energy provider with Sprinklr certified technicians to enhance the existing Sprinklr infrastructure. This ensured the energy provider obtained specific oversight of all COVID-19 related messages, while maintaining BAU community management workflows.

“The ability to accurately understand the breadth and scale of the pandemic’s impact on our customers and wider audience helped us to remain responsive, strategic and flexible in how we executed on our social media strategy during this time.”

Without access to KINSHIP digital’s Managed Services, we wouldn’t have been able to accurately report on the COVID-19 commentary on our social channels and in turn, provide these insights to the wider business. Their support has been critical in developing a strategic comms approach to the pandemic.”

Utilities Company

Client Profile

Industry

Utilities

Employees

5,000 - 10,000

Geography

Australia

Specialities

Electricity and Gas

Results

Benefits of the existing managed services agreement include the rapid turnaround of support tasks requested by the energy provider as well as proactive environment management by KINSHIP digital consultants. Hence all environment enhancements were completed within 24hrs, guaranteeing the energy provider's success in managing the upswing in support requests across social channels.