- Enterprise SaaS
- Contact Center
- Platform implementation
Social Care and Insights for Cielo
Sprinklr implementation for Cielo, a regulated payments institution, covering digital social care, listening and benchmarking, and publishing with moderation of comments on paid social.
- Company
- Sprinklr
- Client
- Cielo
- Period
- Jan 2024 – Feb 2025
- Role
- Senior Project Manager
Context
- Implementation for Cielo S.A., a payments institution operating in a regulated financial environment.
- Scope spanning three product areas: Service, with social care and single sign-on; Insights, with listening and benchmarking; and Social, with publishing, engagement, and ad comment moderation.
- Client-facing delivery from the vendor side, on a master agreement signed in April 2024.
Challenge
- Handle customer service on public social channels for a brand where the complaint is usually about money.
- Keep comments on paid social moderated, where an unanswered thread sits under an ad the brand is paying to promote.
- Bring care, insights, and publishing onto one platform without the teams losing their own workflows.
My responsibility
- Coordinated the delivery end to end for the account.
- Aligned requirements between the client's teams and the internal delivery team.
- Owned planning and follow-up of the implementation across the three product areas.
Key actions
- Delivered social care on the platform, covering the service workflow for inbound customer contact on social channels.
- Configured single sign-on against the client's identity provider.
- Delivered Social Listening and Benchmarking Insights for brand and competitive monitoring.
- Delivered Social Publishing and Engagement for the brand's own channels.
- Set up moderation of comments on paid social, so ad conversation was handled in the same workflow as organic.
- Ran discovery, requirements, planning, and follow-up of the implementation with the client's teams.
Outcome
- Social care running on the platform for inbound customer contact on social channels.
- Listening and benchmarking in place for brand and competitive monitoring.
- Publishing, engagement, and ad comment moderation delivered in one workflow.
- Platform access consolidated behind single sign-on.