Case Study: Moen cuts social SLA from 72 to 4 hours and unifies marketing, advertising, and care with Sprinklr

How Moen Became a Leader in Style, Service, and Social

Moen, North America’s leading faucet brand, set out to modernize its social presence but was hampered by siloed tools across marketing, advertising, and customer care. Those disjointed systems produced slow, inefficient service—social SLAs took up to 72 hours—and left the team without the cross-channel insights needed to improve customer experience and ad performance.

Moen implemented Sprinklr (Social Listening, Benchmarking, and Paid modules) powered by AWS to unify teams and consolidate tools, enabling shared data, real-time reporting, and proactive engagement. Within six months SLAs dropped from 72 hours to 8 hours (and are now down to 4 hours), the team gained real-time ad optimization and clearer executive reporting, and they can now identify and engage high‑value customers and prioritize high-performing channels.

Moen

Brittany Neish

Senior Social Strategist