Case Study: 3M improves customer experience and social media response times with Sprinklr

How 3M pioneers exceptional customer experiences

3M, a global company with operations in 70 countries and sales in 200, needed a more consistent and scalable way to manage social media moderation and customer interactions across dozens of languages and regions. Its internal teams lacked the capacity to support global customer care, which made it hard to respond quickly, protect the brand, and reach customers at scale. 3M turned to Sprinklr Social to help unify and modernize this process.

Sprinklr implemented a centralized moderation model with training, escalation workflows, crisis management, ad comment moderation, reporting, content marketing, and AI-powered translation and insights. The results included support in 21 languages, an average community management SLA of under 11 hours, and chatbot-driven SLA of just 65 minutes, a 90% reduction versus pre-Sprinklr performance. With Sprinklr, 3M also improved reporting, reduced costs, increased efficiency, and freed its team to focus more on strategy and content.

3M

Kirsten Salmanowicz

Senior Manager, Global Media Tech & Governance