MARTECH CLIENT: MICROSOFT
Microsoft navigates social chatter to create meaningful customer experiences, at scale
How does a company as large and prominent as Microsoft manage its extensive social media presence?
“With a company like Microsoft, one of the largest social command centers in the world being here, there's a lot of social out there,” says Microsoft’s Director of Growth Innovation & Strategy Katrina Munsell. “There's a lot of chatter taking place. So how do we get to the social that really matters most?”
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Software & Technology
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Recognizing the role of social media in their digital transformation efforts, they consolidated social operations onto the Sprinklr platform, which now powers their Customer Experience Center (CXC), the hub of the company’s social engagement operations. Social publishing and engagement, reporting, and insights are now managed from the Sprinklr platform, enabling community managers to connect with customers and prospects in a genuine way, at scale.
Katrina Munsell Director of Growth Innovation & Strategy, Strategic Missions & Tech @ Microsoft
“Prior to Sprinklr, we were using a number of point solutions, but it was causing our team to look here, look there,” says Katrina Munsell. “[It was] all very disruptive, very different than the flow that we have today, which is going into one centralised platform.”
In addition to a social media management solution, Microsoft was also looking to consolidate multiple point solutions. Tool overload was disrupting workflows and creating inefficiencies within the social team, requiring them to navigate between various platforms.
Pulled in 8.6 billion listening mentions in the first year of use.
Increased Listening Scope: Provided brand monitoring with comprehensive media coverage.
Improved efficiency in social listening processes.
Through replacing an in-house tool with Sprinklr's platform.
Microsoft stakeholders increased to 100%.
Increased the number of social research projects executed.
Optimise Social Media Strategy:
Refine social media strategies based on data-driven insights.
“We need a technology that's secure, that's scalable, that can meet the needs of our global enterprise,’’ says Smith. "And I put my money on Sprinklr. I don't see anything competing in the marketplace that can do everything that Sprinklr can do nearly as well.’’
Customer Experience Management (Unified-CXM)
With a strong focus on Media Monitoring & Analytics from Sprinklr Insights. The solution gives teams a line of sight on current and trending events — as well as any potential brand crises
Centralised Social Media Management Platform
Enables them to make genuine and scalable connections with customers and prospects by honing in on the most relevant individuals and topics, so they can connect on a one-to-one and one-to-many basis.
Sprinklr AI for Social Media
At Scale
Enables Microsoft’s social team to respond to customers quickly by filtering out unnecessary messages that would otherwise require manual labor.
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