NEW YORK - Sprinklr, the leading social relationship platform (SRP) for large enterprises, announced that Air Canada will use the Sprinklr Social@Scale Platform to manage its customer relationship presence in social media. The airline joins a growing roster of carriers using the Sprinklr platform including Virgin America, Frontier Airlines, and Turkish Airlines.
"Dedication to customer care has always been a cornerstone of the Air Canada brand," said Ragy Thomas, CEO of Sprinklr. "As social has become a key element of the airline's customer service strategy, we are honored to serve as their partner and to ensure that that their commitment to timely, consistent and quality engagement is extended to their online relationships."
Air Canada identified multiple requirements for its social relationship platform, including the capability to scale across all social channels, enable coverage for service teams in all time zones, and ensure that customer contact over multiple networks could be executed in a consistent brand voice.
"Air Canada is committed to taking care of its customers at every touch point, and today, more than ever, that includes social channels," said Michael Tremblay, Air Canada's Director, Call Centres and Customer Relations. "Serving sophisticated, tech savvy global travelers requires a comprehensive social relationship platform. We are confident that Sprinklr has the expertise and technology with Social@Scale to help us serve our customers across all of our social channels."
Sprinklr provides the social infrastructure for more than 250 household name brands such as Intel, Dell, Cisco Systems, IHG, 1-800-FLOWERS.COM, Hearst, and Newell Rubbermaid. It has ambitious plans to improve enterprise-wide social infrastructure through what Sprinklr calls "the 5 C's of Social Management Success; content, conversations, campaigns, collaboration, and community. Sprinklr's social relationship platform was recently called the "Most Powerful Technology in the Market" by Forrester Research. In addition, the company is cited by the Altimeter Group as the "most capable" solution for large enterprises and has received two consecutive "top-right" rankings from Econsultancy.