Case Study: Hudl achieves faster, unified customer support with Sprout Social

Hudl drives all-star customer support by switching from Social Studio to Sprout Social

Hudl, the performance-analysis platform used by over 200,000 teams across more than 40 sports, needed faster, more reliable customer support during peak seasons when agents can field 1,000–2,000 requests a day. With speed-to-answer and customer satisfaction as top metrics, Hudl sought to reduce tool-hopping and unify interactions in Salesforce Service Cloud so reps could handle phone, email, chat and Twitter queries from a single platform.

At the start of 2023 Hudl switched from Social Studio to Sprout Social, adopting Sprout’s plug-and-play integration with Salesforce Flow and adding lightweight customizations like skills-based routing. The change unified the agent experience, cleaned up social data, improved resolution times and forecasting for seasonal staffing, and earned strong internal feedback—all with minimal implementation resources.

Hudl

Jessie Koenig

Revenue Systems Administrator