Case Study: BSH Home Appliances Group achieves unified customer care and stronger collaboration with Sprinklr

Unifying brands, agencies, and people with Sprinklr Service

BSH Home Appliances Group, Europe’s largest home appliances manufacturer, needed a social media support solution that could unify its teams, agencies, and brands as it moved toward a more direct-to-consumer model. With operations across more than 30 markets, BSH wanted to centralize customer care, improve governance and transparency, and replace siloed, manual workflows with a platform that could better support collaboration and customer data ownership. Sprinklr’s Unified-CXM platform, including Sprinklr Service, was chosen to help address these challenges.

Sprinklr implemented a common platform for social media teams and external agencies, combining social publishing, engagement, insights, and AI-powered service capabilities. The solution introduced automated skill-based routing, AI-assisted canned responses, and centralized workflows that sped up response times, reduced manual effort, and improved consistency across support teams. As a result, BSH gained a more unified social media ecosystem, stronger internal collaboration, and more efficient customer care across brands and regions.

BSH Home Appliances Group

Julia Reichert

Senior Global Social Media Manager