Case Study: Garmin streamlines social care and community management with Sprinklr

How Garmin's community manager embraces the chaos

Garmin’s social care team faced the challenge of managing a massive and fast-changing global customer base, with 28 social accounts across four platforms and the risk of backlogs from outages, product launches, and duplicate customer inquiries. In 2017, Garmin partnered with Sprinklr and adopted the Sprinklr platform, including Care Cloud case management, to improve reporting, workflow control, and community management.

With Sprinklr, Garmin built custom reporting, automated inbound rules, and separate workflows for channels like Instagram to reduce case volume and speed up review. The team also created dashboards, custom fields, macros, and user groups to share insights and delegate work more effectively; as a result, Garmin gained faster reporting, less duplicate case buildup, and a clearer view of emerging issues and customer impact.

Garmin