Sprinklr Modern Care Lives Up to Its Name
Updated November 26, 2014

Sprinklr Modern Care Lives Up to Its Name

Steve MacLaughlin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise and Connect Package

Overall Satisfaction with Sprinklr Modern Care

Pros

  • System configuration and day-to-day management is straightforward and intuitive.
  • Managing questions, ideas, and reported issues works well even as usage grows over time.
  • Automated notifications about site activity and ability to route feedback helps to streamline managing the community.
  • Analytics and reports allow you to dig into what's happening on a macro and micro level.

Cons

  • The basic packages do not include the advanced analytics. Once you start to scale these become very important to managing the community long-term.
  • There are limits to how you can engage with or identify specific users for more detailed follow-up. This can be a challenge when trying to resolve an issue.
  • Increased customer engagement which leads to better Net Promoter Scores
  • Increased customer retention through greater visibility into product improvements and responsiveness to customer needs
  • Reduced customer support cases for common questions or requests for information that can now be found in the online community
It's primarily self-service support which makes sense for a community support product. One challenge is the degree to which questions are responded to on the website.
Evaluated and considered tools like uservoice, Lithium, Jive, and SuggestionBox. Ultimately, being able to quickly provision the system and test drive things in real-world situations really influenced the decision.
Sprinklr Modern Care was the right solution at the right time for the right price to solve the right problems. I had used other tools and Sprinklr Modern Care really pulled things together in a way that met our needs.

Now using Sprinklr Modern Care for multiple product communities with varying degrees of usage and configuration. Some additional look-and-feel options or greater flexibility in the design that would be great. But those come at a higher price and weren't something we needed to initial get off the ground and going.

They have recently changed their pricing model so it will be interesting to see what happens going forward. Their basic packages made it a no-brainer to start using the system quickly and start seeing results.

Using Sprinklr Modern Care

60 - Across multiple groups including product management, engineering, professional services, and customer support.
3 - This is primarily product managers and support staff that actively manage the community. This is part of their day-to-day responsibilities and not full time staff only working with the product.
  • To engage and communicate with a large group of customers
  • To get customers to engage with each other to share ideas
  • To get quantitative and qualitative product improvement suggestions
  • To shift traditional customer support questions to an online environment
The initial use of the product started out as a 90 day test to see if we could engage customers at a higher level using Sprinklr Modern Care. After a year the use of Sprinklr Modern Caren has now been extended to multiple products.

Evaluating Sprinklr Modern Care and Competitors

Previously used multiple tools for customer feedback, forums, etc. This included using uservoice to manage customer ideas and product feedback.

Sprinklr Modern Care Implementation

Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
  • Implemented in-house

Sprinklr Modern Care Training

  • Self-taught
Anyone with basic familiarity with step-by-step driven configurations should be able to get the system up and running. It's more about knowing what you want to do and setting things up than learning a whole new system. For me, it was a matter of speed-to-value and being able to get things up and going without dependencies on other resources or costs.

Sprinklr Modern Care Support

No - Not available under the plans that are currently being used.

Using Sprinklr Modern Care

I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.

Sprinklr Modern Care Reliability

No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
The performance of the system is pretty solid. Response time on the public-facing pages are good. There's no significant lag time on the reports and data coming from GoodData.

Integrating Sprinklr Modern Care

  • Plans to integrate single-sign-on with some other in-house systems.
  • Use of the widgets inside of other products is being planned.
Internal IT and products plan to support this application for single-sign-on capabilities. Use of the widgets is something that is also being planned.

Relationship with Sprinklr

No special terms or things added to the packages being used.

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