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HOW ACER STREAMLINES ITS WORKFLOW ACROSS GLOBAL MARKETS TO IMPROVE CUSTOMER
EXPERIENCE



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30K+

marketing posts published in 6 months




18%

increase in customer care responses




50%

increase in marketing asset reuse




CHALLENGE

As a global company with a presence in more than 160 countries, Acer runs more
than 250 social media accounts. Historically, that meant having hundreds of
individual performance reports, with inconsistent KPIs and data interpretations.
This made it difficult to optimize the best-performing content or benchmark
content performance across markets. There was also a disconnect between how
customers were engaging with the brand on social media and digital channels, and
how Acer was delivering customer care. Acer saw a clear opportunity to improve
its customer service by harnessing digital channels to personalize the customer
experience across every touchpoint. 

Acer needed a unified customer experience management (Unified-CXM) platform to
ensure brand consistency, streamline workflows between agencies and local
markets, and build global visibility across the board. At the same time, the
company had plans to improve workflow efficiencies and accommodate a larger
team.

To meet its goals and grow the business, Acer needed a solution that would:

 * Bridge the gaps between siloed marketing teams around the world

 * Shorten the transition period when onboarding new external agencies 

 * Support the internal global team with real-time data for quick
   decision-making during trade shows and media events

 * Enable a more efficient yet personalized customer service experience




SOLUTION

When Acer implemented Sprinklr in 2014, it gave the Acer team a full view of all
marketing collateral and implementation across various markets. Sprinklr’s
Social Engagement & Sales dashboard also enabled global headquarters to set
customized KPIs and metrics to establish internal benchmarks. Additionally,
Sprinklr’s asset management tool enabled teams in different markets to use and
track the performance of the brand’s global assets across one platform.

Real-time data to inform marketing activity


Since the pandemic brought most of its physical events online, Acer leverages
Sprinklr to see event performance in real time, without having to wait for a
post-mortem report that can take a week or more to be finalized. As a result,
the team is able to closely monitor organic performance to more accurately
influence content planning, as well as gain deep insights that help the brand
identify areas to focus on for its paid strategies.

Ability to engage in more conversations with customers


With Sprinklr Modern Research and Social Engagement & Sales, Acer now has more
flexibility to respond to customer conversations. The robust automated routing
and regional transfer ability enables more seamless conversations for teams to
communicate resulting in faster, improved end-to-end solutions for customers.  

The company not only tracks engagement to identify high-performing marketing
collateral across different channels in multiple regions, but it also tracks
conversations and responds when people tag Acer on social media. As a result,
the team is able to rally resources and quickly access information for further
product enhancements, and help mitigate any potential issues that could
negatively impact the brand.

Providing customer care on a personal level


Acer recently adopted Sprinklr Modern Care to further improve the way the team
proactively engages with customers. Before implementing Sprinklr, the customer
care team took a more technical approach, where the primary focus of customer
service was to solve a problem. With Modern Care the team is able to add a more
personal approach by listening and engaging with each customer, creating a more
personalized service and friendlier atmosphere, while at the same time handling
more volume than ever before.


OUTCOME

Sprinklr has helped Acer grow its business by engaging more effectively with
customers through its Unified-CXM platform, integrating Social Engagement &
Sales, Modern Research, and Modern Care in a single solution. In addition to a
bird's-eye view of the business on one platform, Sprinklr has helped ensure the
uniformity of marketing collateral and paved the way for proactive engagement
with Acer’s customers.

Sprinklr’s platform also enables a seamless transition for new agencies that
onboard the Acer accounts in local markets around the world by creating an
easily accessible single source for brand guidelines and assets. “Essentially,
the agency speaks the same language we speak because everything is already ready
for them on our platform, making the transition a lot easier,” says Shashank G
S, Global Social Media Manager at Acer.  

Although Modern Care is the newest addition to the Sprinklr platform at Acer,
the team is already seeing the benefits and is excited to explore new
territories with the platform. As Manolo Winkler, Head of Global Social Media at
Acer, said, “With Sprinklr, I believe there is a visionary roadmap. New features
are always being added to the platform so it doesn't feel like we’re missing out
on new functionality or innovative features, just because we have been with them
for the last seven years. In fact, we’ve experienced the opposite, with constant
innovation and the adding of new features. We look forward to continuing this
growth as a company with them.”

“We now have full visibility of what each market is doing, connecting different
aspects from social listening to customer service metrics and creative
performance on one platform. This allows us to make key decisions that are
backed by data in real-time, which is so powerful to engage the right people.
These integrated aspects of the platform are what makes Sprinklr so appealing
for us.”

Manolo Winkler
Head of Global Social Media
Acer

CUSTOMER:

Acer

INDUSTRY:

Technology

COMPANY SIZE:

7,500+ employees, 160+ countries, 95,000 retail locations

LOCATION:

Taiwan (Global HQ)

PRODUCTS FEATURED:

Modern Research
Modern Care
Social Engagement & Sales
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