Case Study: SAP achieves a unified, scalable global social media program and improved engagement with Sprinklr

The Secret Behind SAP’s World-Class Social Media Strategy

SAP, a global enterprise software leader serving 365,000 customers since 1972, saw its social presence balloon to over 1,200 accounts and struggled to listen, respond and measure impact at scale. Siloed teams, inconsistent customer experiences and a lack of performance-based governance meant social activity wasn’t reliably tied to business objectives.

By adopting Sprinklr’s unified platform, SAP standardized social listening in eight languages, connected social managers through one workflow and consolidated accounts from 1,200 to 450 based on KPI performance. The program captured ~100,000 mentions at SAPPHIRENOW, drove a 7% year‑over‑year increase in Facebook interaction rates, generated 3 million more brand mentions than a top competitor (despite having 1 million fewer followers), improved BrandZ and Interbrand rankings, and scaled modern marketing capabilities fourfold.

SAP

Elizabeth Hill

Vice President of Social Channels