22 customers provide in-depth reviews of Sprinklr

of 21 ©TrustRadius Inc. 2014

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Sprinklr Product Report February 2015 Based on end-user reviews of Sprinklr on TrustRadius

© 2015 TrustRadius. All rights reserved. This publication has been licensed by Sprinklr. Reproduction or sharing in any form without prior written permission is strictly prohibited


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About this Report

This report is designed to help you make a more informed, confident decision. It is based on in-depth, authenticated user reviews of Sprinklr on TrustRadius, the leading community for professionals to exchange candid insights about business software and make smarter decisions. It also includes independent research. Assessment Criteria Most social media management tools share common features. However, here are some factors to keep in mind for your evaluation:

Who is the product designed for?

Company size: Some tools are designed for large enterprises, while others are for small or medium businesses.

Use case: Businesses leverage social media in a variety of ways across different business units. For example, businesses might use the vast quantities of conversation data available through social media channels to monitor customer sentiment, surface product issues, make product development decisions, or discover new target markets. Some businesses run social customer care programs, allowing customers to seek support or resolve issues through social media. Some use social media as a marketing channel, to increase brand awareness, grow their audience, engage with customers, and improve brand loyalty. Different social media management software products support different, often multiple, use cases.

Viability/future: If the vendor is privately held, what is the level of funding? What is the probability the company will remain in business or be acquired? If recently acquired, is the acquirer investing in the product?

User ratings: Ratings are an important indication of user sentiment. They should not, however, be the sole factor in selecting a solution. It’s important to ensure the software aligns with your business objectives and offers the functionalities you need. You can filter user reviews by company size and industry on TrustRadius to discover the perspectives that most closely align with your situation.

Feature set: Feature sets can vary widely. Some vendors offer a range of product versions aimed at customers of different sizes and levels of sophistication, while others offer a much narrower range of options.

Product development focus: Social media is a fast-moving space. Companies discover new ways to leverage social media, new social media channels surface, and existing channels change their algorithms in ways that affect businesses. What is the vendor focused on in terms of product development? Is the company keeping up with changes in the space?

Price: Price can range from several hundred dollars per month for point solutions to tens of thousands of dollars per month for enterprise-level deployments.

https://www.trustradius.com/products/sprinklr/reviews


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Company Overview

Company status Privately held The company has gone through four rounds of funding, raising a total of $77.5 million. The latest round was $40 million in April of 2014.

History Sprinklr was founded in 2009 by Ragy Thomas, who is also CEO. The company is headquartered in New York City.

The company has made four acquisitions, the last three in 2014: Dachis Group, a social analytics company; TBG Digital, a services-focused paid social company; and Branderati, an influencer advocacy platform.

2014 revenue estimate

Between $50 and $75 million

Growth 2013-2014 300%

Customers ~750 brands Customers include Microsoft, Nike, Citi, Samsung, Cisco, IHG, Intel,

Timberland, and 1-800-Flowers. Industries include technology, retail, financial services, and hospitality. According to TrustRadius data, about 70% of Sprinklr customers are

enterprises, many of which have more than 10,000 employees.

Employees 575 employees on LinkedIn

Product Overview Sprinklr is a social media management platform that supports the following use cases: publishing, engagement, listening, advertising, advocacy, and analytics.

It is mostly used by large brands and is intended to be a single, complete solution for brands to manage their social media presence.

According to comparisons run by prospective buyers on TrustRadius, Sprinklr most commonly competes with Hootsuite Enterprise, Spredfast and Radian6.


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Sprinklr Product Summary Best Fit For

Brands with a significant presence in social media, spanning multiple use cases and multiple business units, with several if not dozens of individuals using the SMMS product.

Companies with the ability to gain a return-on-investment on an SMMS product that might cost thousands of dollars a month. The ROI might be in terms of direct revenue, reduced risk, increased customer retention, or employee efficiency/productivity.

Value Proposition

Single social media management solution to support and unify a company’s various social media endeavors.

Facilitates large-scale/high-volume social media activities, such as monitoring, publishing or responding to thousands of posts a week.

Usability

Complex, powerful product with some initial usability issues.

However, in 2013 the company launched an entirely new user interface, which most users like.

Channel Coverage

Publishes to: Facebook, Flickr, Foursquare, Google+, Instagram (comments only due to API restrictions), Jive, LinkedIn (Profiles, Groups and Pages), Pinterest, Renren, Sina Weibo, SlideShare, Tencent Weibo, Tumblr, Twitter, VK, WordPress, YouTube (Channels and Playlists), Bazaarvoice, and Zendesk.

Content can be syndicated across multiple social sites or accounts. Users can edit contextual settings for each channel, such as targeting on Facebook, editing down a tweet, or choosing different photos for different channels.

Users can target tweets by country (beyond native functionality) and use organic post-targeting tools (plus create templates of those targeting selections for easy reuse).

Link shortener options include bit.ly, awe.sm (Unified), po.st (RadiumOne) and spr.ly (Sprinklr's short URL, which can be white-labeled for brands). Sprinklr stores syndication, targeting, shortening, and tracking preferences from one post to the next.


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Languages

Sprinklr offers a localized UI in ten languages: English, French, Italian, German, Russian, Spanish, Simple Chinese, Japanese, Arabic and Portuguese.

Key Capabilities

Content Planning & Publishing A calendar view of scheduled posts, a drag and drop interface, a content suggestion feature, digital asset libraries, a custom URL shortener, and 20+ social channels supported.

Engagement & Moderation Bulk message processing, automatic message routing and categorization, workflows, task assignment, and customer information displays.

Advocacy & Audience Segmentation Ability to identify influencers through listening, ability to profile key audience members, and CRM integration.

Paid & Targeted Amplification Ability to create and target paid social ads, and automate conditions to trigger paid budgets.

Listening & Trend Discovery In addition to the 20+ channels listed earlier on, users can track content from 300+ million professional and consumer blogs, 20+ million forums, news sources, rating and review sites, and rich media sites like Vimeo and Youku (including comments) for competitor analysis, sentiment analysis, keyword searches, command center, and trend discovery.

Social Analytics Reporting on paid, owned, and earned media performance.

Mobile access Pricing

Pricing is based on number of users in bundles (i.e., first 50 users are a certain price per user per month; 100 users are a different price).

Some deals are as much as 7 figures annually.


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Comparative User Ratings

Sprinklr scores above the SMMS benchmark in several areas, including key metrics such as likelihood to recommend and likelihood to renew. It’s also highly rated for SMMS-specific features, such as listening, analytics, engagement and publishing.

Sprinklr SMMS Average Likelihood to recommend 8.4 8.0 Likelihood to renew 8.0 7.6 Product usability 7.3 7.9 Product availability 9.0 9.2 Product performance 9.3 8.3 Support rating 8.5 8.5 In-person training 7.0 8.8 Online training 8.7 7.9 Implementation satisfaction 8.4 8.1 Social analytics & insight 10.0 8.3 Social data collection 10.0 7.8 Social engagement 10.0 7.9 Social publishing 10.0 8.7 Source: End-user reviews on TrustRadius as of 2/1/2015, N=26


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Enterprise Social Media Management Software Vendor Landscape

The landscape is an indication of which software products support each of the three major enterprise use cases, based on vendor claims as well as end-user reviews. According to reviews on TrustRadius, Sprinklr and Hootsuite Enterprise are the only two SMMS products that definitively support all three use cases, which are social customer care, social intelligence and social media marketing. (Note: Hootsuite supports social intelligence through its acquisition of UberVU.) Other vendors might support all three use cases; however, there aren’t reviews on TrustRadius to verify that.


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Position in Enterprise Social Media Management Software TrustMap™ The TrustMap™ is an objective visual depiction of social media management software products used by enterprises, based on end-user evaluations and ratings on TrustRadius. Sprinklr is a top-rated product (above the median line) among 23 social media management software products used by enterprises. It is also the most evaluated product by enterprises (i.e., most searched for on TrustRadius by enterprise companies). It’s important to note that the 23 software products on the TrustMap™ do not all offer the same breadth of capability. Some of the more highly rated solutions are products focused on one use case or capability, such as customer care, promotions, or analytics.


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TrustMap™ Methodology In order to be included in the TrustMap™ at least 20 percent of the product’s reviews must be from enterprise users, to ensure the software has a significant enterprise customer base. Based on these criteria, the TrustMap™ compares 23 software products used by enterprises in their social media programs, plotting them on two dimensions:

1. Average Enterprise User Rating The average “Likelihood to Recommend” rating - a representation of overall satisfaction - by enterprise customers who have written reviews or provided product ratings on TrustRadius. All ratings and reviews come from authenticated end-users of the software. Every review or rating is reviewed by our research team before publishing.

2. Estimated Evaluation Frequency by Enterprises This metric is a proxy for how often a product is evaluated by enterprises on TrustRadius. It is measured by unique quarterly page views on TrustRadius of all pages associated with a given software product, including product descriptions, reviews and comparisons. Products with large customer bases or those experiencing significant growth momentum are evaluated more frequently. The unique page views metric is then multiplied by the estimated percent of customers who are enterprises, based on the mix of reviews on TrustRadius. The assumption is that prospective customers follow a similar distribution to existing customers.


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Strengths & Areas for Improvement

The following is a distillation of product strengths and areas for improvement, which emerge from the customer reviews on TrustRadius. Strengths 1. Flexible, customizable

Users like the ability to create custom dashboards for different team members, as well as the ability to build custom workflow operations to allow the tool to do exactly what they need of it.

“Dashboards can be customized to each individual team member’s needs. This is important as customized dashboards make team members much more efficient. For example, one person working only on the Facebook channel sees a Facebook-oriented dashboard with separate columns for fan wall posts, direct messages, comments, etc. The absence of non-relevant data increases focus and efficiency. Similarly, a customer care employee only sees escalated issues that have been assigned to that person.”

—Analyst in Social Media Large retail company

Oct. 2014 2. Dashboards and reporting

Users like the extensive availability of data, the visual presentation, and the customizability of Sprinklr dashboards and reports. They also like the availability of integrations with other tools, such as Google Analytics and Salesforce.

“Sprinklr makes it very easy to visually analyze the data by using dashboards to gain insight into trends and determine what to adjust within your campaign.”

—Robin Fairchild Marketing Manager, Transition Networks

Oct. 2014

“Sprinklr can tie into Adobe SiteCatalyst, Salesforce CRM, Microsoft Dynamics, and more… For our customer service efforts, this was imperative so that meta-data used for call-centers, live-chat, email, and other service contacts was also able to be customized and aligned in order to have an accurate "apples-to-apples" understanding of customer contact.”

—Alison J. Herzog Sr. Marketing Manager, FamilySearch

Jan. 2015

https://www.trustradius.com/products/sprinklr/reviews

https://www.trustradius.com/reviews/sprinklr-2013-06-25-16-22-49




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3. Enterprise-level; scalable

Users say Sprinklr allows them to handle a high volume of social activities efficiently. They like the workflow, governance, and approval processes, as well as the custom user permission levels.

“We produce a high volume of daily content, most of which is created and published within 24 hours from ideation to execution. Sprinklr has given us an efficient workflow method, where content can be produced, reviewed, scheduled and measured all within one shared interface.”

—Paul Matson Head of Content & Social Media, Groupon

Dec. 2014

“Sprinklr allowed my team to be the fastest and most responsive brand on Facebook in their category.”

—Allison Jordan Account Executive, Global Prairie

Oct. 2014

4. Publishing features

Users have a lot of praise for specific publishing features, including the calendar view of scheduled posts, the drag and drop interface, the content suggestion feature, digital asset libraries, the custom URL shortener, and broad coverage of social channels.

“What doesn't Sprinklr have? You can tag your content with a campaign, geo-targeting, add photos from your Sprinklr photo library, use your custom tiny URL shortener, tag it for approval, schedule it for the date and time you want it published, etc., etc., etc.”

—Maria D. Perez Social Media Marketing Manager, Cisco Systems

Nov. 2014

“The content curation engine is incredibly helpful. It quickly tells you what is performing based off of different key metrics. It also allows you to suggest content to other units. The shared asset manager quickly allows you to discover what has been successful so it can be re-used or more content can be created in similar fashion.”


Jan. 2015






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5. Customer service

The support team is very helpful, both in terms of resolving technical issues as well as training and setting customers up for success.

“They are very responsive, I genuinely feel they want us to succeed...it’s almost like they want it more than us, kind of creepy at times.”

—Sonja Broze Head of Social Media Infrastructure, PayPal

Dec. 2014

“Passion for their customers and strong commitment to the relationship.” —Heather McCarty

VP Strategy, Springleaf Financial Services Sept. 2014

Areas for Improvement 1. Usability

Many users initially felt the interface could be more intuitive. However, the company launched a new interface in 2013, with a focus on usability. Most reviewers say the UI improved significantly in the new version.

“This is no longer an issue but when we first began the service, the UI was clunky. It is now vastly improved - simple, aesthetically pleasing, and easy to use.”


Jan. 2015 “There are some UE issues in their new version that make it hard to schedule posts such as the window scrolling up when you want to scroll down.”


Nov. 2014






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2. Training needed

Some time and training are required to fully take advantage of the tool.

“The platform is pretty intuitive but some training may be needed for someone who is new to the space.”


Nov. 2014 “As an opportunity, in the future I would like to see a well published and regular training program because we tend to turn social employees rather quickly.”

—Professional in Social Media Automotive company with 5,000-10,000 employees

Jan. 2015 3. Update frequency

Users mention constant product updates, a fact that reflects the innovation of the vendor, but also can lead to occasional load time issues and other glitches. “Given that the platform is constantly being updated, there have occasionally been times when the load times have been extraordinarily slow. This is not consistent. However, when there are issues, their customer care is very responsive.”


Dec. 2014 4. Implementation time

Given the power and customizability of the product, it can take some time and require some assistance to implement properly. Most users say putting in this time is worth the effort, however. “Implementation: This isn't necessarily a fault of Sprinklr's but rather because of the vastness of offerings and possibilities, it was hard to wrap our head around how to set up. The Sprinklr team walked us through everything and suggested use-cases. It took a few months to really understand how we could best make use of the offerings. We refined continually as we evolved and as Sprinklr expanded their capabilities.”


Jan. 2015






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Use Cases

Based on the reviews on TrustRadius, enterprises use Sprinklr for all three of the major use cases TrustRadius identified in the area of social media management: social customer care, social intelligence, and social media marketing. Below are excerpts from reviews discussing each of the three use cases. 1. Social Customer Care: Identifying and resolving customer support issues via social channels, at scale

“The platform has made a major impact in… customer service at scale. Being one of the largest Internet retailers in the world, customer service is a natural extension of our activity in social media channels… [We have] drastically improved efficiency in customer service and SLA (service level agreement). We are currently able to respond to at least 50% of our inbound inquiries within 60 minutes.”


Sept. 2014

“This is the most robust customer service social software I have encountered, which was a primary reason we selected it. It allows for a full transcript of past conversations with a individual so you literally create relationships with people rather than "introducing" yourself to the same person 20 times. The rules engine allows you to move messages with keywords or influencers to specific queues so that they are addressed quickly and by the right team. An audit trail allows you to make your compliance department happy and to research specific issues and to provide accountability trails. Meta-data is fully customizable so that you can align your reporting with other outlets and use the bi-directional information flow with your CRM for a fully burdened and actionable report.”

—Alison J. Herzog Senior Marketing Manager, FamilySearch

Jan. 2015




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2. Social Intelligence: Using complex keyword searches to surface insights from social media conversations

“In December 2014 we completed our new Social Command Center powered by Sprinklr. This has opened the eyes of our company to the world of Social Media in a very open environment. Aggregated Social Media in easy-to-read graphics is very powerful. Sprinklr is officially deployed in our Customer Quality department for monitoring and moderating any type of customer concerns that are voiced in social. Our main purpose as a department is to work closely with customers to understand their needs by responding quickly and accurately. We are also (like everyone else) "analytic hungry"... Sprinklr provides ease of use for reporting and measurement. We are also providing Sprinklr to our Marketing Partners and Ad agencies for their use as well. Additionally, we have recently introduced and rolled out other countries to Sprinklr.”

—Professional in Social Media Automotive company with 5,000-10,000 employees

Jan. 2015

3. Social Media Marketing: Using social media channels to increase brand awareness and grow customer base

“Audience Profiling: Sprinklr facilitates data collection of every single audience member who is impacted by your brand through engagement. It allows you to easily create rules and actions to help you discover your influencers and to engage them early on and from then on. If you want to get to know the people who are interested in you and to engage with them further, this is an important value-add.”

—Alison J. Herzog Senior Marketing Manager, FamilySearch

Jan. 2015

“The reports help you identify who your audience is, what time they consume your content. Many companies have followers that are not engaging so Sprinklr allows you keep a pulse on your page demographics.”


Nov. 2014





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Customer Mix (Size)

Based on the mix of reviews on TrustRadius, about 70% of Sprinklr’s customers are in the Enterprise segment, according to our definition of enterprise as 501+ employees. The rest are mostly mid-size companies with 51-500 employees. Of those who fit our definition of enterprise, 75% actually have more than 10,000 employees. This indicates Sprinklr is often used by very large organizations.

Sprinklr Customer Mix, based on 26 reviews of Sprinklr on TrustRadius


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Interview with Jeremy Epstein, VP of Marketing, Sprinklr

Positioning & Differentiation I think you have to start with why Sprinklr is here. There are huge macro changes happening with the arrival of social and mobile technologies, shifting the power dynamic from brands to customers. At Sprinklr, we believe at our core that brands must deliver valuable, meaningful experiences to these connected customers at every single touch point across the organization. Every single one – not just marketing, not just customer care, but anytime a person comes in contact with a brand. That’s our fundamental belief. In a very intentional way, we set out to design a solution to help companies—specifically large companies (80% of our clients have over a billion dollars in revenue)—manage and optimize these customer experiences across internal teams, functions, divisions and locations. And we think we’re achieving that goal. We have now built and are selling the single most complete social software platform in the world, whether you call it a social media management system or a social relationship platform. We’re also the only one that’s purpose-built for large enterprises. With Sprinklr, large brands are empowered to deliver the experiences customers expect. They can be sure they are hearing the voice of the customer, and that every employee can act upon that customer voice. No other vendor started off with a purpose-built vision specifically for the needs of the enterprise, and none were built specifically for the world of the connected customer. There are large technology companies that are now trying to reverse engineer their way into this world. And there are independents that started off as a point solution for publishing to Facebook, or listening, or reporting. That’s where we believe we’re unique, and I think, more importantly, where the market’s responding. We now work with over 750 brands around the world. 80% of our clients have over a billion dollars in revenue. Our clients include four of the top five U.S. banks, the two largest CPG companies, nine of top 15 tech companies, four of the top seven insurance companies, three of top six hospitality companies. 40% of the Fortune 50 are clients. The world’s largest companies are responding. We’ve had 300% year-over-year growth for going on 4 years now. To give you some hard numbers: when I started here in January 2012, we had 30 people in the company. Now we have 600 in 8 different countries. Then you look at the people who are investing in us, and the people who are coming to join us. Look at Battery Ventures, which backed ExactTarget, Marketo, and Bazaarvoice, and look at Intel Capital, which is ranked the number one VC firm.


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Industry Focus Sprinklr is strong in some of the most important industries:

Financial services and insurance, because we are so strong when it comes to security, risk mitigation, and compliance.

Retail and travel/hospitality, because we’re built to handle the high volumes of conversations those companies encounter.

Technology: our constant innovation helps cutting-edge businesses keep their edge. Forrester called Sprinklr “the most powerful technology on the market.”

Pharmaceuticals: four of the top six pharma companies use Sprinklr. Customer Types At Sprinklr, we support a lot of customer types and use cases. Certainly marketing is a big use case; we speak with CMOs quite often. We’re also increasingly working with CIOs. Customer care is another big use case. More and more, we’re seeing companies take a global view. Businesses understand that they cannot reinforce silos: they need cross-team and cross-silo coordination. Microsoft, for example, has nearly 1,500 people using Sprinklr across 60 or 70 countries. With Sprinklr, all 1,500+ people have the ability to work together across product, marketing, customer care, PR, HR, etc. All of those teams at Microsoft can be a part of creating a great customer experience. For another example, we just published a case study from Starwood, which is processing 300,000 messages a month in 30 or 40 languages. You can’t do that at global scale without a powerful technology like Sprinklr, offering automation, natural language processing, integrated listening, and integrated governance all seamlessly linked together. We also help big brands centralize social efforts, streamlining and building efficiency. Citigroup came to us saying they were using multiple, disconnected social media systems and as a result, weren’t building great experiences. They standardized on Sprinklr and were able to improve response time by 20% -- a huge difference when customers expect a response now. Complete Solution The key for these customers is that all the capabilities they need from a social perspective are seamlessly built into the Sprinklr platform. They’ve found you don’t need to struggle with a listening point solution and content point solution and security point solution that you’d then have to integrate yourself. Instead, you can spend your energy doing interesting, valuable things, like connecting social to your existing backend systems. Connect Sprinklr to your CRM, CMS, ERP, call center software, and so on. Unleash that huge investment you’ve made in those backend systems and get a full view of your customer for the first time. View earned, owned, and paid metrics all on one single dashboard instead of cobbling something together from multiple platforms. If your listening team sees something requiring action, they can quickly zip that content over to the


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appropriate team. When the editorial team sees organic content getting great engagement metrics, they can repurpose or promote that into paid content for amplified results. And you can track every bit of the process in one single, unified platform to inform strategy and get results in real time. Ideal Customer Sprinklr is ideal for companies with $250 million in revenue and up. If you have one lone social media account with one or two people managing it, we’re not right for you. But if you have (or you foresee the day coming where you will have) multiple accounts, multiple people engaged in managing those, or multiple conversations happening across social channels, then we’re good for you. A lot of our clients have tried freemium products or products built for SMBs. They’ve nearly always tried running social programs on multiple point solutions and realized they need things that are going to make it easier – not more difficult – to have that single view, that are intentionally designed for their enterprise needs. They’re tired of spending all their time connecting the dots between disparate platforms and turn to Sprinklr as a unified, integrated solution. Sprinklr is also great for visionary C-level executives, like CIOs or CMOs, setting out to do something in order to compete at a global level and respond to the demands of today’s customer. When they ask, “What technology can help us deliver those experiences at scale?” we think Sprinklr’s the answer. Strategy Behind Acquisitions We believe we have the most complete social software platform out there. We’re always pushing to make it more valuable, more useful for our clients. The acquisitions we’ve made have been very specific efforts to acquire either certain knowledge or a certain kind of technology, which we could understand and then naturally and natively integrate into Sprinklr’s core technology. We don’t just bolt things in à la Frankenstein. Each acquisition addresses a business need: brand health through the Dachis Group, for example, or social advocacy through Branderati. We saw those teams doing really innovative things. Now, we’re taking that and building it natively into our technology. To give you a better idea of our process, let’s talk more about the Dachis Group acquisition. The Dachis team had the most robust framework on the market for helping companies become social businesses. Sprinklr did not and does not want to be a services company, but we realize that our clients will require services to achieve their goals. Sprinklr can now take that Dachis knowhow and scale it out to our partners, for example, Accenture, Deloitte, IBM, and others to deliver the services that enterprises require. Product Roadmap Sprinklr’s product roadmap has always been focused on driving business outcomes. To do that, we have focused on ensuring that brands can connect with multiple social platforms, integrate


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with legacy systems, and effectively work across internal business silos. We also understand that the marketplace is fast-moving and requires what we like to call, “innovation at the speed of Social.” Sprinklr has released new code every week for over three years with just three exceptions. So, around 153 out of the past 156 weeks, we’ve pushed out new features. We have an agile development process and we develop at a rapid pace that’s really conducive to the change and the speed of social. As a result, we have more social platforms connected to Sprinklr than anybody else; we’re over 20 now. We’ve got 22 modules supporting all aspects of the social business. Obviously, we’re going to continue to integrate the channels that our clients need, and continue to add on the capabilities that they’re looking for. Every week, we push to make Sprinklr more valuable, more complete, and continue to improve the user experience. From the very beginning, our product roadmap has been co-created with our clients. Sprinklr is lucky to have extremely smart, engaged customers. When possible, we’re not just going to say, “Here’s what we’re doing, end of story.” We’re going to say, “Here’s what we think we should do. What do you guys think?” We get customer feedback through a client advisory board, through the close, constant support offered by our Success and Enablement teams, and simply by using our own software to listen to the masses on social media. In short, Sprinklr’s roadmap focuses on the things that add measureable value for our clients, simplifying their experience, making it easier for them to get more people to deliver great experiences to their customers. Response to Reviewer Feedback Actually, three of the four areas of improvement listed earlier in the report are from old reviews. Sprinklr heard the feedback and has been working hard to address each of these challenges for some time. Recent reviews indicate we’ve been successful here. Sprinklr’s focus from the very beginning was to build the strongest technology. Our competitor decided to build the most beautiful technology. It’s the difference between building a thousand horsepower engine that might not look as great at first versus having a beautifully painted car with a paltry five horsepower engine. Since you can’t do everything all at once, we decided to build the horsepower first. Once we did that, it was easy to go back and paint the car. Our competitors may find it’s much more difficult to reconfigure the engine when you’ve already built the car. Here’s what that’s meant for Sprinklr. As you’ve noted earlier as well, the platform went through a massive UI update involving over a million dollars and six months of hard, focused work. We released a brand new, far more intuitive user experience in 2013, and reviews after that point have been quite positive. We’ve also taken strides to address the feedback on learning curve and training. I think part of


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this is related to that old UI, as well. Since the 2013 facelift, Sprinklr has been described as intuitive. It is a powerful piece of software and does benefit from some time and effort to leverage its full potential. But that’s not unusual for software with as much breadth and depth as Sprinklr. We offer training through a variety of channels – in person, virtually, and on-demand – to try and make this learning process as convenient and accessible as possible. On the long implementation time, well, once upon a time that was true. We heard the feedback and made improvements. Today, we have this amazing advanced enablement program. We just got one new client’s massive global implementation up and running – everyone trained and ready to go – in two weeks. Our Enablement team works with every new client to make sure each deployment is swift, successful, and efficient. Frequency of updates? As I mentioned, we release fresh code every week to keep up with client demands and the evolving marketplace. We’ve been working hard to do a better job of explaining the why’s, how’s, and what’s around those releases so our clients can be better prepared. We have made a big investment in a very strong product marketing and support capability over the last years. We’ve really rounded out that team in a strong way to try to address this issue. We hope our clients feel the difference and that more recent reviews will reflect these positive changes. About TrustRadius TrustRadius is the leading site for business software users to share real-world insights through in-depth reviews and networking. We help users make better product selection, implementation and usage decisions. Every reviewer is authenticated and every review vetted before publication. Unlike simple rating sites, TrustRadius reviews are structured and substantive, averaging more than 400 words each. Reviewers can also update their reviews to keep them current. Founded by successful entrepreneurs and backed by the Mayfield Fund, TrustRadius is bringing transparency and efficiency to the $3.7 trillion business technology market To learn more, visit www.trustradius.com

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22 customers provide in-depth reviews of Sprinklr

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Transcript of 22 customers provide in-depth reviews of Sprinklr