Sprinklr is a great, flexible enterprise customer experience and social media management solution.
May 24, 2018
Sprinklr is a great, flexible enterprise customer experience and social media management solution.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Sprinklr
Sprinklr is used as an enterprise customer experience and social media management tool for thousands of users, globally. The goal is to have 1 unified tool in contrast to point solutions. Modules purchased: Social Listening, Text Analyzer, Publishing and Planner, Care Cloud, Distributed Social Media Management, Benchmarking, Reporting, Advertising, Visual Insights.
- Sprinklr is incredibly flexible. You can export and download any data you'd like, schedule reports to users without licenses, edit the architecture through custom fields/roles/queues/macros/rules, and create customized reports.
- Sprinklr connects all the data that was previously disparate due to niche point solutions. It provides the opportunity to see a richer view of the customer and reach them in ways that were not possible before.
- The enablement team is fun to work with and organized. They help make sense of something that is very new to companies through established processes and procedures.
- Reporting is the best module by far. Very flexible, seamless, and achievable for any user.
- The client success piece is tough. If you have a client success manager, that's fantastic and helpful, but the support team is a little more difficult to troubleshoot issues with.
- The enablement process is a bit flawed. There is not enough testing in the process and the solution ends up being a bit too complex. Simplicity is key. Push the project manager to schedule time specifically for testing.
- While flexibility is a pro in many ways, it's a con. The amount of flexibility brings complexity. There are many ways to achieve one action which does not provide ease-of-use for the end user.
1500 - Marketing and Operations
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