The Challenge

PDS Health is a leading healthcare support organization with a vast network of over 1,000 dental and medical offices spread across 24 states in the U.S. As a prominent player in the healthcare industry, managing a consistent and effective social media presence is crucial for them. Initially, PDS relied on a social media management tool that proved inadequate for their extensive needs. Further on, the COVID-19 pandemic exacerbated these issues. 

“We had a lot of errors with our Facebook pages disconnecting,” explains Lorey Giblin, Sr. Social Media Manager at PDS. “During COVID in particular, when it was particularly critical to send out specific messaging from our offices at particular times, it just wasn't working.”   

With its previous social media management solution, PDS faced several key challenges, including: 

• Errors and inconsistent messaging: Frequent disconnects with their Facebook pages during the pandemic disrupted communication and required manual interventions. Additionally, without a central system to manage content, PDS struggled to maintain a unified brand voice, resulting in inconsistent messaging across their extensive network of dental and medical offices.
• Inaccurate and incomplete analytics: Data provided by previous solutions was unreliable, often missing crucial information from various offices. This made it difficult for PDS to accurately measure social media performance and track marketing efforts. 
• Review management: On average, PDS offices receive 6,135 reviews monthly (or 73,600 annually), all of which required manual responses. This process was time-consuming and inefficient.

These challenges underscored the need for a more robust social media management solution that could support consistent communication and provide accurate data across their entire network. 

With Sprinklr, we’ve been able to streamline our content strategy, reduce manual labor and achieve a more cohesive online presence. The insights and analytics we now have access to have been invaluable in driving our social media success."

Chris Adams

Sr. Social Media Manager

PDS

The Solution

To overcome these challenges, PDS turned to Sprinklr, implementing both Sprinklr Social and Sprinklr Insights to revamp their social media strategy. The impact was transformative, touching on every aspect of their social media management: 

Listening in real time: harnessing social insights 
Sprinklr’s advanced social listening tools now empowers PDS to track and monitor brand conversations as they unfold. This real-time capability provides them with deeper insights into patient sentiments and emerging trends, allowing for immediate and effective engagement. By integrating VoC into their social strategy, PDS can now make data-driven decisions that better align with patient expectations and preferences.  

"Previously, we were just shooting in the dark, mostly out of necessity because we had no time,” explains Senior Social Media Manager Chris Adams. "Now, we are making thoughtful decisions about the content we're creating to better connect with potential patients and employees. We now have the data needed to create a robust and informed social media strategy and program.”  

Seamless content scheduling: streamlining distribution across offices 
With Sprinklr’s unified content management and scheduling features, PDS is now able to achieve consistency in their messaging across their expansive network of dental and medical offices. This helps them maintain a unified brand voice across all locations, ensuring that communication with their audience is both coherent and effective.  

By automating content scheduling and distribution, the team not only saves time from manual updates, but is also able to focus on more strategic initiatives. 

“The Sprinklr platform allows us to effectively support our regional managers across the country,” says Giblin. "We now provide them with a content plan as well as a content library so that they can schedule social posts for their offices.” Giblin says this empowers PDS offices across the U.S. to leverage the creative assets best suited to their local demographics. “Because what's working in California won’t work in Miami, and it definitely won't work in New York,” she says. 

The Sprinklr platform allows us to effectively support our regional managers across the country. We now provide them with a content plan as well as a content library so that they can schedule social posts for their offices."

Lorey Giblin

Sr. Social Media Manager

PDS Health

Automated review management 
With Sprinklr Social and a set of customized rules, PDS has automated responses to all Facebook and Google Business Profile reviews. On average, PDS offices receive 73,600 reviews annually (or about 6,135 reviews monthly), which previously required manual responses. This automation has significantly reduced the time and effort needed for review management, allowing the team to focus on more strategic tasks. 

Transforming content management and strategic planning 
Before adopting Sprinklr, PDS struggled with a disorganized content management system, leading to inefficiencies and frustration across their network of offices. A decentralized approach made it difficult to source, organize and share content, hindering effective collaboration and strategic planning.

However, with Sprinklr’s centralized asset bank, PDS has streamlined content management by bringing all assets onto one unified platform. This transformation not only simplifies the process of categorizing and accessing content, but also enhances collaboration among different locations.   

“Before Sprinklr, managing content across our offices was a nightmare,” explains Adams. “Now, everything is centralized so we're able to categorize, create boards and better communicate the kind of content that's available to the broader team.” 

The shift to a unified social media management platform has enabled PDS to move from reactive content management to proactive strategic planning.  

Data-driven social media performance 
The PDS team uses Competitive Insights & Benchmarking to gain a comprehensive understanding of their social media performance. This approach enables them to track key metrics and assess their market position. According to Giblin, one significant insight is that investing in paid media plays a crucial role in achieving strong social media performance within the healthcare industry. 

“With Benchmarking, we see the substantial impact that financial investment can have on social media success,” she says. Additionally, analyzing competitors’ content strategies has informed PDS’s creative approach. “Observing the success of viral recruitment videos in our industry strengthens our case for securing additional creative support,” she says. 

The Outcome

The PDS team has significantly enhanced its social media management since implementing Sprinklr. The automation and streamlined processes introduced by Sprinklr have saved substantial time, reducing manual tasks and allowing the team to focus on more strategic activities that drive meaningful engagement and value for their audience. 

With accurate data and insights from Sprinklr, PDS can now effectively track social media metrics across platforms like Facebook, Instagram, YouTube, LinkedIn, Google Business Profile, and Yelp. This enables them to measure campaign success, understand patient engagement, and adjust their strategies in real-time based on reliable data — improving their ability to deliver a better overall brand experience to their customers.