Use case
From a disparate CX tool stack to a unified solution in 3 months
Use case
From a disparate
CX tool stack to
a unified solution
in 3 months
Industry: Sports betting & gaming
Year: 2025
Client
A global sports betting and gaming group that wanted to validate Sprinklr’s capabilities in unifying their customer support stack.
Challenge
Fragmented view on social media channels, case management, and performance review, which led to inefficiencies and inaccuracies in agents’ workflows.
Solution
A Sprinklr Service module with custom workflows that translate and combine all the functionalities of multiple previous tools into one platform.
Impact
All 26 success criteria achieved; a single-pane-of-glass experience of social media channels and cases increased clarity, efficiency, and transparency of Customer Care team’s work.
Client Story
Our client is a global sports betting and gaming group that operates across multiple regulated markets worldwide and focuses on delivering responsible, technology-driven gaming and betting experiences.
Having already used Sprinklr for a chatbot, they run a pilot on its Service module, wanting to move away from the multiple tools they were using for their Customer Care team.
Challenge
Decentralized interaction management
Lack of single-platform experience was causing agent inefficiency and system fragmentation.
Scattered information on cases
No unified data storage platform led to often losing important client context or history.
Lack of role-based access
Due to industry laws and regulations, Entain needed to set up stricter role permissions.
No unified reporting across channels
Disparate data sources led to delays, inefficiencies, and inaccuracies in measuring performance.
Solution
To address client’s challenges and properly translate all the functionalities of their legacy tools, we delivered a unified Sprinklr Service platform that brought governance, channels, workflows, and analytics into a single, scalable solution.
Overview of our solutions per each operations area
As the core goal of the pilot was to test Sprinklr’s ability to unify multiple engagement tools, we unified email, chat, voice, and social channels within its Service module, providing agents with a single interface for managing all customer interactions. The same was used to implement a centralised case management model that provided agents with a unified customer view linked by Account ID. On top of that, unified per-channel reporting dashboards were set up to measure customer support performance.
Conscious of the client’s regulatory and operational requirements, we implemented role-based access control to ensure appropriate access across teams and regions, supported by targeted training for Admins, Supervisors, L1 agents, and L2 agents.
Automated Live Chat Escalation Workflow
One of the main clients’ asks was whether Sprinklr can fully replicate the functionality of previous tools. Some of them were straightforward, while others required creative solutions beyond standard service flows.
To solve this and translate every feature into Sprinklr, we configured customised workflows to support advanced operational scenarios. These included side conversations for internal collaboration, external payment flows, proactive ticket creation, and bulk association and resolution of related problem tickets. On top of that, access to historical cases was enabled, allowing teams to reference prior interactions and avoid loss of context.
Impact
In only 3 months, we have successfully translated all functionalities of multiple disparate tools into a unified Sprinklr Service environment.
By the end of the pilot:
All social media channels were added into the Sprinklr environment, creating a single dashboard.
All case communications were unified in timeline order in a single file.
New role-based access controls successfully assigned agents solely to their authorized cases.
A unified reporting dashboard now provided feedback on social, live chat, chatbot, and email in one single view.
Sprinklr integrated with existing backend systems without any data loss or corruption.
AI powered solutions supported agents with accurate case summarization.
Get in touch
Do you want to know more about Raffish and what we
can do for you? Don’t hesitate to contact us!
Get in touch
Do you want to know more about Raffish and what we
can do for you? Don’t hesitate to contact us!
Europe – Raffish works on projects all over Europe. We are not place bound and our team works both Remote and Hybrid.
Business Address: De Grote Rede 86, 5247LA Rosmalen, Netherlands