Creating a unified experience by implementing social governance and providing insights across global brands
New York, NY — March 1, 2018 — Sprinklr, the most complete social platform for managing customer experiences at scale, today announced that SAP, one of the world’s largest enterprise software companies, has realized the business value of social by using Sprinklr to create an enterprise-wide strategy that increases efficiency, customer engagement and ultimately drives brand value and ROI.
SAP began its social program in 2009 by selecting a number of different social media management tools across the business. By 2012, the company had a number of different point solutions managing over 1,200 social accounts across channels such as Facebook, Twitter, Instagram, and LinkedIn. The result – marketing teams lacked a structured social communication strategy, were unable to capture insight into customer feedback, and didn’t have a way to track metrics beyond the growth of followers. Across social, customers were asking questions and competitors were making statements – but SAP was unable to listen to the chatter and respond at scale. Additionally, different teams had different standards and governance policies for posting to social, which left SAP with disjointed campaigns and an inconsistent brand voice.
SAP selected Sprinklr in 2012 due to its ability to drive simplicity and handle enterprise complexity at scale across paid, owned and earned media channels. With Sprinklr, SAP’s global social team consolidated 1,200 social accounts to 450 and now manages these accounts across all channels on one platform with standardized key performance indicators (KPIs) such as engagement and click-through rates. Sprinklr’s social listening capabilities are used in eight languages across multiple regions and products, providing SAP with the ability to understand and respond to global customers, assess competitors, and quickly identify new issues or ideas.
SAP is also using Sprinklr to help drive engagement during major events and reach its goal of becoming a leader in corporate events by 2020. At its annual user conference SAPPHIRE NOW 2017, SAP set up 20 large screen social displays throughout the event and on the mainstage that Sprinklr supported, which pulled in 100,000+ mentions of #SAPPHIRENOW. This data was connected to insights from all of SAP’s social channels within Sprinklr’s platform so it could be used for reporting, content creation, lead generation and more. And, SAP was ultimately able to provide event attendees with tailored, consistent content that created an engaging experience.
Comment on the news:
“Through a data-driven approach leveraging Sprinklr’s integrated view of social media, SAP has seen great progress against both near-term KPIs, including owned media interaction rates and earned brand mentions, and long-term strategic goals such as creating the marketing organization of the future and becoming a top brand by 2020,” said Jerry Nichols, Head of Data-Driven Marketing at SAP.
Sprinklr is the first unified customer experience management platform for the enterprise. We help the world’s largest brands reach, engage, and listen to their customers on Facebook, Twitter, and 23+ other social channels for the purposes of marketing, advertising, research, care, and commerce. Sprinklr does all of that on one unified platform, which integrates with legacy systems and allows siloed teams to collaborate to deliver a seamless experience to every one of their customers across any channel — at scale. Headquartered in New York City with 1,400 employees in 22 offices, Sprinklr works with 1,200+ global companies including Nike, McDonald’s, Microsoft, P&G, Samsung, more than 50% of the Fortune 50, and nine out of ten of the world’s most valuable brands. Its partners include SAP, IBM, Microsoft, and many others across the CXM ecosystem. For more information, visit sprinklr.com or chat with us at @sprinklr