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How Santander UK Listens to (and Takes Care of) Its 14 Million Customers

Wednesday, May 31st, 2017 | 2 min read

Keeping an eye on 14 people is tough enough. Keeping an eye on 14 million people is something else altogether.

That was the challenge for Santander UK, the London-based bank with over 800 branches and 20,000 employees. The company sought a way to build a unified and holistic view of its 14 million customers, all while providing meaningful experiences to the right people, at the right time, on the right channel.
 

With people flocking to Facebook, Twitter, and other networks, CMO Keith Moor and his team recognized that social media would be the key to achieving this vital goal. Without a singular social platform, however, Santander UK didn’t have a way to see, hear, and interact with its customer base in a smart, consistent way.

Enter Sprinklr, which enabled the company to create that holistic view – and in the process, achieve its overall goal of helping people and businesses prosper.

Santander UK used Sprinklr to bolster its content and governance processes, unite previously disparate teams within the organization, and sharpen its focus on catering to the needs of customers.

The results have been big. In the last year, Santander UK has reached over 100 million people across social channels, resulting in more than 1.5 million engagements, and the company’s customer care team is now equipped to handle up to 3,000 inbound messages per week.

What’s more, Santander UK has aligned its internal team to act as a single voice with a consistent, unified message – no small feat for such a large company.

As Santander UK looks forward to its future, one thing is for certain: it’s ready for the next 14 million.

how Santander manages the customer experience

download the case study to learn more

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