ACL Digital Transformed Operational Efficiency for E-commerce Giant With Customized Sprinklr Enhancements
Overview
A leading American multinational e-commerce company faced significant challenges managing its Sprinklr social media platform. Issues with accessing old cases, limited UI customization, inconsistent role-based accessibility, and the need for better case queue management impacted team productivity and case-handling efficiency. These inefficiencies required urgent attention to streamline operations and enhance user experience. ACL Digital collaborated with the Sprinklr development team to deliver customized solutions that directly addressed these issues.
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Challenges
The client encountered several inefficiencies in their existing Sprinklr setup, including:
Dashboard for Old Cases
Difficulty in accessing and managing older cases, resulting in data clutter and response delays
UI Customization
Limited customization options within the chat pane, impacting user experience
Role-based Accessibility
Inconsistent access to the chat pane across different user roles is confusing
New Case Queue Management
A streamlined case queue is needed to effectively manage specific case types and onboard new team members
Solution
- Dynamic Dashboard for Old Cases: A new reporting dashboard was introduced to enable the bulk closure of old cases, improving data organization and overall case management efficiency.
- Note Widgets for Legal Holds: A widget was added to the chat pane to tag cases under legal hold or other important labels, making critical information easily accessible.
- Role-based Chat Pane Views: Custom views were developed based on team roles, ensuring users saw only relevant details and improving security and productivity.
- New Case Queue Segregation: Rules were implemented to segregate cases by skill set and language, criteria allowing new team members to go onboard smoothly and handle specific case types
Outcomes
Improved Data Accessibility
The dynamic dashboard allowed faster access and bulk closure of old cases, enhancing overall data management and reducing platform load
Clearer Case Understanding
The note widgets ensured important case tags were visible, improving case handover and management quality
Enhanced Security and Focus
Role-based chat pane views allowed team members to access only the information necessary for their roles, boosting productivity and security
Seamless Onboarding and Flexibility
The new case queue system facilitated the onboarding of new team members, expanded the workforce’s capacity, and improved operational flexibility
