Use case
Tracking Performance Without Compromising Privacy
Use case
Tracking
Performance
Without Compromising
Privacy
Industry: Banking
Year: 2026
Client
A global manufacturing organization operating across multiple markets, aiming to turn its digital platform from a functional tool into a driver of measurable business value.
Challenge
Fragmented governance, inconsistent workflows, and reactive operations prevented the organization from unlocking strategic value.
Solution
A detailed audit towards simplified workflows, and a more structured Sprinklr environment that standardizes workflows, optimizes governance, and eases collaborations between teams and agencies.
Impact
A more structured and transparent campaign structure; easier collaboration between teams and agencies; better task visibility across managers and their teams
Client Story
Our client is a digital-first bank operating across Europe, built on the idea that banking should be simple, transparent, and secure.
Their support team was no small operation: 40 specialists across 5 language teams, handling customer interactions across social media, review platforms, and app stores in English, German, French, Italian, and Spanish. The goal: get this team up and running in Sprinklr, without compromising employee privacy.
Challenge
Privacy needs
Standard performance tracking setup didn’t meet the bank’s privacy requirements
Data requirements
Individual-level data (response times, resolution rates, ticket volumes) couldn’t be stored or made freely accessible
Limited visibility
Without performance data, team leads had no way to manage quality or identify where things were going wrong
Industry requirements
The solution needed to fully respect banking data standards.
Solution
Before building anything, Raffish spent time understanding exactly where the boundaries were:
- what data could be collected
- at what level
- who could see it.
The answer between the client’s requirements and Sprinklr capabilities was data masking combined with team-level aggregation.
Instead of tracking how each specialist was performing, the system would summarize that data for the team leads to see how their team was doing as a whole.
40 users were onboarded across 5 language teams: each with their own dedicated queue structure, routing rules, and escalation workflows.
Channels were connected across Facebook, Instagram, LinkedIn, Trustpilot, Google Play, and the App Store.
Reporting dashboards with strict governance were built separately for team leads, specialists, and QA teams.
The answer between the client’s requirements and Sprinklr capabilities was data masking combined with team-level aggregation.
Instead of tracking how each specialist was performing, the system would summarize that data for the team leads to see how their team was doing as a whole.
40 users were onboarded across 5 language teams: each with their own dedicated queue structure, routing rules, and escalation workflows.
Channels were connected across Facebook, Instagram, LinkedIn, Trustpilot, Google Play, and the App Store.
Reporting dashboards with strict governance were built separately for team leads, specialists, and QA teams.
Impact
Now, the client has a customer support operation that meets the standards of a regulated financial institution:
- Team leads can track performance and manage quality effectively
- Individual employee data is protected by design
- Routing, escalation, and queue management automatically work across all channels and language teams
- 6 channels connected in one environment
- Total 11K cases created and agents published
- 543K messages showing strong engagement with customers
- 10K Unique Customers Engaged
Get in touch
can do for you? Don’t hesitate to contact us!
Get in touch
can do for you? Don’t hesitate to contact us!