Tools & systems
Tools We Use
A reference view of the systems involved in day-to-day CSM work. All names, workflows and links shown here are placeholders.
Sprinklr
Social media monitoring and engagement support.
- Reviewing incoming social media activity across monitored channels
- Grouping mentions by keyword or topic (sample setup)
- Supporting engagement and response workflows
- Providing an activity record for later reference
Internal Training Link — Sprinklr Basics (placeholder)
Case Management System
Case records, investigation history and follow-up tracking.
- Case lookup by reference or customer detail
- Investigation records and notes
- Follow-up tracking and ownership
- Documentation of outcomes
Internal SOP Link — Case Handling (placeholder)
Knowledge Sources
Where approved guidance and reference material lives.
- SOP library (Internal SOP Link)
- Internal guidance notes
- Knowledge articles (Internal Knowledge Article)
- Operational updates and bulletins
Internal Knowledge Article — Source Index (placeholder)
Reporting Tools
Turning daily activity into simple management visibility.
- Excel trackers and summaries
- Dashboards for volume and category views
- Management reporting packs
- Ad-hoc trend snapshots
Internal Reporting Link — Templates (placeholder)
Training links, system names and workflows shown here are illustrative placeholders for prototype demonstration only.