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.

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• Dynamic government policies easily misinterpreted or outdated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.