# How Tawuniya uses Sprinklr

**44-minute**: “44-minute reduction in average response times”

As published on [sprinklr.com](https://www.sprinklr.com/stories/tawuniya-insurance/). Captured by usedby on 2026-10-08.

- Company: [Tawuniya](https://www.usedby.ai/companies/tawuniya.md)
- Tool: [Sprinklr](https://www.usedby.ai/tools/sprinklr.md)
- Teams: Customer Service, Contact Center Operations

## What the story says

Tawuniya uses Sprinklr Service and Sprinklr Insights to bring customer conversations from social, messaging and other digital channels onto one platform. It uses sentiment analysis to plan improvements and automates routing, queue management and customer communications to respond faster.

Summary written by usedby from the source page, in English. The figures are those of Sprinklr and Tawuniya, not ours.

> Reduced average response times from 45 minutes to 56 seconds

- **80%**: “Improved First Contact Resolution (FCR) from 31% to 80% within 90 days”
- **32 points**: “Increased CSAT scores by 32 points (from 51 to 83)”

> We received plenty of customer feedback, but we weren't really able to act on that feedback. Now, we're connecting all channels together in one digital platform and bringing sentiment analysis into a single, consolidated view. That helps us build proper improvement plans.
>
> Emad Bahadig, Director of Contact Center Operations

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 44-minute is printed word for word on the page, near the name of Tawuniya.
- Checked: the passage quoted above is copied word for word from the page, near the name of Tawuniya.
- Checked: Tawuniya uses Sprinklr. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/tawuniya-insurance-sprinklr · How we check: https://www.usedby.ai/methodology