Item: Sprinklr Social
Rating: 8
Author: Verified User

Overall Satisfaction with Sprinklr Modern Engagement (formerly Social + Messaging Suite)

Use Cases and Deployment Scope

We use Sprinklr Modern Engagement to schedule and publish our social media posts across a number of core institutional channels. Each team member has a login, and we each manage a specific service line with 3-4 different channels (Facebook, Twitter, Instagram, LinkedIn). We also have a few OHSU members who use Sprinklr for their channel management as well. Monthly, we will run reports for our stakeholders. We occasionally use the engagement function to do daily sweeps but have a habit of diving into the platforms natively for most of our CSR.

Pros and Cons

Pros

Tagging and taxonomy (for reporting purposes)
Dashboards and presentations (easy for monthly or quarterly round-ups)
All-up editorial calendar view

Cons

Some reporting metrics not available (Instagram Stories for example)
Some scheduling not available (again Instagram Stories)
Paid social advertising does not get pulled into reporting dashboards with organic metrics. We have to add those manually each time.

Users and Roles

6 - Marketing, Strategic Communications, Social Media, Digital Media and a few embedded communicators that also serve as marketing specialists in their own departments, such as our Women's Health unit. These embedded communicators benefit from Sprinklr in terms of being able to see our main content and cloning or duplicating for their own channels to use.

Return on Investment

We share a monthly dashboard to stakeholders showing growth across all channels to make a business case for our social media team (and to hopefully grow the team one day).
We have directly attributed CSR actions on social media that have lead to appointments being made in clinic or hospital.
We have tracked link clicks from campaigns to key service lines and website traffic to show interest in a specific service/treatment.

Support Rating

Most bugs or fixes are completed in a timely manner as long as you submit an official ticket to Sprinklr Support. I think some fo the feature requests, which take longer to implement, are not high on the list right now, such as better integration with Instagram Stories for publishing and reporting.

Alternatives Considered

Evariant Healthcare CRM (HCRM), Hootsuite, Adobe Marketing Cloud and Salesforce Advertising Studio (formerly social.com)

We like the interface and the options to add additional modules to Sprinklr. We are happy with the product and will continue to use it. Out of all the social CMS options out there, it truly is best in class. If budget allows one day, we would love to layer on Social Listening.

Likelihood to Recommend

Sprinklr Modern Engagement is well suited for a larger number of users or a big team that needs to collaborate on messages and schedules across an organization. It's also great for workflow and approvals, especially between teams or in-house/agency relationships. It is not well suited for smaller businesses or companies that have one account per platform. It seems like the functions would be too robust for a small business to handle.

Sprinklr Social Feature Ratings

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Sprinklr Modern Engagement for Healthcare Orgs

Modules Used