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MICROSOFT NAVIGATES SOCIAL CHATTER TO CREATE MEANINGFUL CUSTOMER EXPERIENCES, AT
SCALE



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CHALLENGE

“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?” 

This is the challenge Microsoft was looking to solve: How does a company as
large and prominent as Microsoft manage its extensive social media presence? How
does it sort through an overwhelming volume of social data — some 115 million
mentions a year — to discern what truly matters?   

If social is a digital transformation accelerant that drives everything from how
a company markets its products and services to how it provides customer care
then, as Microsoft’s Tyler Smith says, “If you’re not there to meet them where
they are and respond to them and to deliver value . . . then you’re leaving all
those opportunities on the table.” Smith is Principal Product Manager, Cloud +
AI Commerce and Ecosystems. Microsoft wanted to capture all those opportunities
with its team of 75 community managers.  

In addition to a social 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.  


SOLUTION

The Microsoft team implemented Sprinklr’s unified customer experience management
(Unified-CXM) platform. 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.  

“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 centralized platform.”  

Today, Sprinklr AI enables Microsoft’s social team to respond to customers
quickly by filtering out unnecessary messages that would otherwise require
manual labor. This solution aims to streamline operations while enabling
community managers to handle a large volume of social interactions. 


OUTCOME

Adopting Sprinklr as a centralized social media management platform has yielded
several positive outcomes. It has significantly improved efficiency and
scalability, allowing Microsoft to manage a vast amount of social mentions and
customer interactions with a relatively lean community management team. Sprinklr
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. With its secure and scalable
nature, Sprinklr emerged as a solution that meets the needs of Microsoft's
global enterprise.  

“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:

Microsoft

INDUSTRY:

Technology

COMPANY SIZE:

180K+

LOCATION:

United States

PRODUCTS FEATURED:

Sprinklr Social
Sprinklr Insights
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