Case Study: Casio boosts social response rate 22% and cuts weekday reply time 60% with Sprout Social

Why Casio Adopted Sprout Social for Customer Care

Casio, the global electronics brand behind keyboards, calculators, cameras and watches, recognized that customer experience drives purchase decisions and that social is often the first touchpoint. When support was outsourced, generic replies, slow approvals and forced channel shifts hurt the brand’s consistency and visibility into customer sentiment. In 2016 Casio brought social care in‑house and adopted Sprout Social to regain control, improve quality assurance and streamline cross‑functional workflows.

With Sprout Social’s unified feed, tasking and standardized reporting (including NPS), Casio scaled support, sped internal collaboration and turned negatives into positive experiences. The move produced a 22% month‑over‑month increase in response rate across Facebook and Twitter and a 60% month‑over‑month decrease in weekday response time, while strengthening brand consistency and customer retention.

Casio

Richard Sharpe

Operational Services Divisional Manager