One of the world’s leading energy companies achieves transparency and efficiency goals by consolidating all social media management across geographies and departments on Sprinklr
New York, NY — January 4, 2018 — Sprinklr, the most complete social platform for managing customer experiences at scale, today announced that Royal Dutch Shell Plc, one of the world’s leading energy companies, has chosen Sprinklr’s Experience Cloud as its primary social media management platform. Sprinklr is centralizing Shell’s teams, data and processes, enabling the company to set a new standard for customer experience management on a global scale.
Social media management has become central to Shell’s social strategy. It is embedded into each department’s engagement and content strategy. With more than 100 different social media channels across 70 countries, Shell is using Sprinklr’s platform to enable a unified process for customer centric campaigns with powerful brand voice.
With Sprinklr, Shell has a social infrastructure built for scale. Sprinklr integrates with Shell’s legacy systems and manages Shell’s marketing and advertising all on one platform. Now, Shell has one shared campaign calendar, one place for paid and organic social publishing and one place for reporting. Sprinklr provided a tool to enable Shell’s global social governance strategy for all employees and agency partners touching social. Sprinklr improves Shell’s ability to put customers at the center of how it conducts business.
“Being able to govern social media channels through a unified process was a big challenge for us. We had no way to aggregate paid and organic data in one place so we received disconnected reports from our partners. We lacked the ability to create a unified process informed by unified data across all agencies and employees,” said John Atkins, Social Media Analyst & Emerging Platforms Advisor, Shell.
“Sprinklr sits across our entire company and provides value that contributes directly to a wide range of initiatives. We not only have a holistic social media management strategy, but we also create one-to-one customer engagements that are really powerful for us in the long run.”
“When we looked at our social platforms, we knew we didn’t want a point solution because of our scale. We also knew we wanted a sophisticated tool that would help us reach customers on their preferred channel and speak in an authentic voice,” said
Americo Silva, Global Head of Digital and Social Media, Shell.
“With Sprinklr, we took customer experience online to a completely different level. Our audience has now become one of our best advocates.”
For more insight into Shell’s use of Sprinklr, read the Shell case study here.
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 1,500 employees in 20 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.