Case Study: ScottsMiracle-Gro improves social customer care and boosts agent efficiency with Sprout Social

ScottsMiracle-Gro empowers agents and cultivates brand loyalty with Sprout Social’s Salesforce Service Cloud integration

ScottsMiracle-Gro, a leading lawn and garden brand, needed a better way to connect with younger audiences and deliver timely social customer care during peak seasons. Using Sprout Social’s social media management platform, integrated with Salesforce Service Cloud, the company aimed to replace a complex mix of systems that was slowing response times and hurting customer satisfaction.

With Sprout Social, ScottsMiracle-Gro centralized social care and reporting in one place, simplifying workflows for agents and improving visibility into customer interactions. The results were significant: case resolution time dropped by 50%, action rate increased by 381%, and average time to action improved by 91%, while also boosting agent satisfaction and retention.

ScottsMiracle-Gro

Sara Smith

Manager of Consumer Services