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Sprinklr Helps PUMA Expand its Customer Experience Management (CXM) Roadmap

Since 2018, Sprinklr has been partnering with PUMA to accelerate its CXM transformation, resulting in increased e-commerce sales

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced that global sports company PUMA is expanding its digital CXM roadmap on Sprinklr – creating a unified ecommerce experience that is driving increased sales and customer satisfaction.

A Sprinklr user since 2018, PUMA has consolidated processes and technologies and is now using four of Sprinklr’s products on one Unified-CXM platform – Modern Marketing & AdvertisingModern ResearchModern Care, and Modern Sales & Engagement

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The Challenge 

With COVID-19 forcing stores to close and accelerating the shift to e-commerce, PUMA experienced the following challenges:

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  • Increasing visits and conversion rates from social media.

  • Connecting social media listening insights to customer service and digital marketing.

  • Eliminating the manual process of optimizing ads for separate campaigns on Facebook, Instagram, TikTok, Snap, Twitter, and Pinterest across 20+ countries and multiple agencies.

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The Solution: Sprinklr’s Unified-CXM platform 

PUMA is using Sprinklr’s platform to achieve the following benefits:

  • Increase advertising efficiency: With Sprinklr’s AI-powered Smart Budget Allocation and Smart Bidding capabilities, PUMA optimizes ad purchases and budgets across various audience segments in real time. As a result, PUMA achieved a 100% increase in ads reporting efficiency in one year.

  • Save time managing customer support: With Sprinklr Modern Care, PUMA is consolidating email questions, Instagram DMs, Twitter DMs and more in one platform for efficient customer support. Sprinklr AI automatically assigns questions to the relevant care agent based on keywords, reducing the amount of time it takes for PUMA to respond to customers across digital channels and email.

  • Understand the impact of brand partnerships: With Sprinklr’s listening and benchmarking capabilities, PUMA can understand the impact of brand ambassadors such as Dua Lipa, Neymar Jr., and Winnie Harlow.

“For many brands – including PUMA – there’s a growing opportunity to increase sales directly from digital platforms,” said Luca Lazzaron, Sprinklr Chief Revenue Officer. “With Sprinklr, PUMA has a single AI-powered platform to increase sales from social media channels, bring marketing and care teams together, and transform the online shopping experience.”

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