The Challenge

Be The Match, the world’s largest and most diverse blood stem cell registry, connects patients with potential donors to save lives. With nearly 16 million potential donors, the nonprofit plays a crucial role in treating blood cancer and diseases.

Amid rapid growth, the social team — just three people — saw a 778% spike in inbound messages, handling 32K messages and sometimes over 1K in a single day, while also adding 14K registry members via social media. This surge was both exciting and overwhelming.

The team gained even more attention when Susie Rabaca’s story, a leukemia patient seeking a donor, went viral after being featured on ABC's Good Morning America. To capitalize on this momentum, Be The Match needed a solution to efficiently manage the influx of new sign-ups, followers, and messages.

They sought a robust platform that offered:

• Provide a dynamic, powerful solution for a small team to manage staggering growth across social media channels.
• Automate workflows to increase ROI and streamline social media activities, making it easier to manage a growing volume of interactions and share story content to drive donor registrations.
• Streamline the management of paid advertising comments and engagement on X (formerly Twitter) and Facebook ads.

“We find Sprinklr invaluable at Be The Match. I use it every day, all day long, and I think without it, I don’t think any of us would really be able to do our job as well as we can. We’re able to make sure that we can respond to every single message, every single question. Every one of those messages is important because any one of those people could be a potential lifesaver in the future.”

Sarah Middleton

Social Media Specialist

Be The Match

The Solution

Be The Match implemented Sprinklr's unified customer experience management (Unified-CXM) platform to manage growth and engage donors.

A unified platform for social media management
Using Sprinklr Social and Insights, the team streamlined all social media activities — including scheduling posts with Sprinklr’s publishing tools and managing inbound messages through automated community management workflows. This unified approach allows the team to efficiently handle a high volume of interactions, ensuring they can respond quickly to critical messages and engage their community at scale.

Handling Viral Moments with Speed and Efficiency
When Susie Rabaca’s story went viral, the team was flooded with thousands of messages a day.

“We used Sprinklr like crazy," says Social Media Specialist Sarah Middleton. "Using Sprinklr to respond quickly and add thousands of registry members in such a short time was amazing.” The platform’s automated workflows allowed the small social team to efficiently manage the overwhelming volume of community messages.

The Critical Importance of Rapid Response
For Be The Match, a delayed response isn’t just a missed engagement — it could mean the difference between finding a life-saving donor or not. Ensuring swift replies is essential, and Sprinklr enables the team to prioritize and act with urgency. With automated workflows and a centralized view of all inbound messages, the team can quickly identify, route and respond to critical inquiries, maximizing their ability to connect patients with potential donors in real time.

Enhancing Human Connection at Scale
“Sprinklr makes it very easy for us to be more human and interact with our community,” Middleton says. “Whether it’s connecting someone to the right person, answering a question or providing the right link, we can do it in just two clicks.”

By leveraging Sprinklr Social and Insights, Be The Match can focus on what matters most: connecting donors with patients in need.

With Sprinklr Social and Insights, Be The Match can efficiently manage high volumes of messages and focus on what truly matters—supporting donors and patients through every step of the process. This includes:

The Outcome

By testing another platform alongside Sprinklr, the social team quickly saw a difference in speed and efficiency when responding to inbound messages. This led to quicker response times, proactive engagement, expanded outreach and 14,000 new registrations from social media in just one year.

Faster response times, fewer missed opportunities
“With Sprinklr, it’s literally two clicks, and it closes out immediately,” says Middleton. “With the competitor, we found there was sometimes a 20-second lag. When you’re responding to hundreds of messages, that expands out to literally hours.”

Paid advertising comments and engagement also weren’t populating in the other platform, meaning the team couldn’t see key interactions on X (formerly Twitter) ads or Facebook ads. “That's a huge miss for us because if people are asking how to join and we miss it, that's one registry member that could have saved a life that we're missing,” says Middleton. “Every missed message that we don't respond to or don't see could be someone’s potential life-saving donor.”

Proactive Social Listening for Greater Impact
Beyond community management, the team relied on its customized Sprinklr dashboard for daily social listening reports, ensuring the organization stayed on top of key conversations.

“They might not be spelling us out as an organization yet, but they're talking about their need to find a match on the bone marrow registry or the blood stem cell registry,” says Be the Match Social Media Strategist Ryan Pena. “They're talking about what we do, but they're not mentioning us. So we're finding ways through Sprinklr to pull in those conversations.”

In addition to community management, the team also uses Sprinklr for daily social listening reports. Ryan Pena, Social Media Strategist at Be The Match, explains that these reports highlight top trending posts from influencers in their space and send relevant updates to the organization.