One loyalty platform for complete unburdening

AkzoNobel came to us asking us to solve several problems at once. These were the challenges: Protecting the distribution channel. Binding painters for the longer term by enabling painters to spend less time on offers. Creating a positive cash flow for both painters and suppliers. Setting up an automatic ordering process at Sikkens, as well as at affiliated partners such as BOELS.

In 3 months, we created a platform with which:

• Painters can handle all quotes, orders, and payments themselves
• Painters who continue to operate under their own direction are automatically registered
• Users can collect loyalty points for ordering business supplies, and they can receive nice extras

The solution resulted in loyal painters, satisfied customers, and increased sales.

Shortening response times and increasing engagement

In 2015, AkzoNobel UK's digital team recognised the need to develop a more mature social media strategy. At the time, the organisation had 60+ fragmented accounts across Facebook, Twitter, and Instagram for multiple brands.

Most of these accounts had extremely small audiences and were all managed natively by different agencies. There was an incredible amount of inherent risk. The social tool the team was using at the time had weak listening capabilities that left the brand vulnerable to crises. In addition, many of the channels were not consistently monitored or managed.

Moreover, the team lacked the necessary capabilities to monitor and manage the accounts. All this made the brand highly susceptible to risk. As James Green, Digital Marketing Manager at AkzoNobel UK, put it, "Managing our social presence was like driving in the mist."

"It was very clear to the public when we missed questions on social media and were slow to respond," he added. "It started hurting our brand, because we lacked a social care team and the ability to respond quickly."

AkzoNobel UK's multi-step social care programme led to slow response times and dissatisfied customers. They needed new solutions to offer:

• One uniform platform to manage six social channels, 19 accounts, and six different brands.
• A way to set rules for escalating messages that require immediate attention.
• A system to show the value of each employee and to track the numbers.

Improving sentiment

With Sprinklr's Service solution, AkzoNobel UK went from limited capacity to world-class social media management capability.

The capabilities have helped AkzoNobel UK reduce average response times from 5 hours and 42 minutes to just 70 minutes - an 80% reduction in one year. Looking at response times during weekday working hours, these response times decrease further to around 47 minutes. Overall, the team now responds faster to queries, provides customers with better content, and gains valuable insights into the customer journey.