Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced that Ferrara Candy Company â the candy manufacturer of more than 25 iconic brands, such as NERDS and SweeTARTS, that has been shaping the industry for more than 100 yearsâ is using Sprinklr Modern Care, Modern Research and Social Engagement & Sales to achieve performance-driven social customer service, understand real-time conversations around products and manage engagement across more than 40 different social accounts.
Before Sprinklr, Ferrara was challenged with an inefficient social media content management system that made it difficult for the company to have full visibility into online conversations about its products. With this system, it wasnât easy for the company to create consistent, brand-approved social content, track social customer service goals and connect social customer service to sales opportunities.
A customer since 2019, Ferrara is using Sprinklrâs Unified-CXM platform to:
- Improve the efficiency of its social customer service agents by tracking/setting goals and seeing progress in real time.
- Expand social customer service to support brand growth and connect service inquiries to sales opportunities.
- Manage and publish content for 40+ social accounts.
- Monitor social conversations relevant to its nearly 28 brands for omnichannel marketing strategies.
âWe were looking for a unified customer experience platform that would help us manage our end-to-end brand experience on social media, including customer service and proactive customer engagement. We had goals around the number of cases our agents needed to respond to, but we didnât have enough data to really see how we could improve our services to customers,â said Brian Camen, Ferraraâs Senior Director of Media, Content and Public Relations. âWith Sprinklr, we can easily reach out and build a relationship with those who are vocal about their love for our brands. We can engage with whatâs happening online, or stop publishing for a while. And, we can understand how effective we are with our social customer service.â
âWeâre honored to partner with an iconic company that is focused on creating the âfuture of sweet snackingâ by focusing on innovating digital customer experiences with Sprinklrâs Unified-CXM platform,â said Sprinklr Chief Revenue Officer Paul Ohls. âWeâre looking forward to continuing to help Ferrara drive efficient social customer service and engagement while making sweet snackers happier.â
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