Tawuniya transforms CX with unified customer intelligence
Tawuniya · Saudi Arabia
Tawuniya Insurance, the largest insurer in the MENA region by gross written premium, implemented Sprinklr Service and Sprinklr Insights to unify customer conversations, sentiment, and service operations from social media, messaging, and other digital channels onto a single platform. The company used sentiment analysis to turn customer feedback into actionable insights and automated key elements of the customer service journey including routing, queue management, and customer communications. Results: 158% improvement in First Contact Resolution (from 31% to 80% within 90 days), a 32-point increase in CSAT (from 51 to 83), and average response times reduced from 45 minutes to 56 seconds.
Overview
Tawuniya Insurance, the largest insurer in the MENA region by gross written premium, implemented Sprinklr Service and Sprinklr Insights to unify customer conversations, sentiment, and service operations from social media, messaging, and other digital channels onto a single platform. The company used sentiment analysis to turn customer feedback into actionable insights and automated key elements of the customer service journey including routing, queue management, and customer communications. Results: 158% improvement in First Contact Resolution (from 31% to 80% within 90 days), a 32-point increase in CSAT (from 51 to 83), and average response times reduced from 45 minutes to 56 seconds.
The challenge
Tawuniya managed millions of customer interactions annually across social media, messaging, and other digital channels, but conversations were spread across multiple channels, making it difficult to access a complete customer history, deliver consistent service, and identify trends for improvement. The company could see customer comments and complaints but lacked the ability to turn that feedback into actionable insights and improvement plans.
The solution
Tawuniya implemented Sprinklr Service and Sprinklr Insights to bring customer interactions from social and messaging channels onto a single platform, creating a unified view of the customer. The company used sentiment analysis to turn customer feedback into actionable insights and automated key elements of the customer service journey, including routing, queue management, and customer communications.
Reported business value
Tawuniya improved First Contact Resolution by 158% (from 31% to 80% within 90 days), increased CSAT by 32 points (from 51 to 83), and reduced average response times from 45 minutes to 56 seconds. The company is now working to implement Conversational AI, with Agentic AI described as the next step.
Sources
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