Heartland Dental manages 800+ social media accounts to drive effective patient care
The dental support organization streamlined social media management and onboarding processes across its nearly 850 locations, using Sprinklr's unified customer experience management platform to boost efficiency and improve customer care — while achieving substantial operational savings.
The Challenge
Heartland Dental supports dentists by handling key administrative tasks — marketing, accounting and hiring — so they can focus on patient care. With 8,000+ employees and social media accounts for nearly all 847 offices across the U.S., managing engagement at scale was a challenge. The team needed to respond quickly to patients while proactively engaging its large network of dentists.
Heartland Dental struggled with its previous solution, which lacked customization and scalability, making it difficult to manage engagement across hundreds of offices. The company sought a more flexible and efficient platform that could meet current and future business needs, such as:
- Providing a higher level of customer care through social media and digital channels, ensuring quicker response times for incoming comments and questions while proactively engaging its network of dentists.
- Customizable, scalable, and easy-to-use features and tools that could be leveraged by multiple locations and campaigns.
- A streamlined onboarding process that would encourage better communication across teams.
Responding through Sprinklr is easier and less overwhelming, and it helps us identify priority messages. Looking back, it makes me cringe to think that we were doing all of that natively. I can’t imagine going back.
The Solution
Centralized social media management
Briana Stewart, the Community Relations Representative at Heartland Dental, selected Sprinklr for its powerful listening and publishing capabilities.
“We liked Sprinklr because it was an enterprise tool. It was something that truly met our business structure in a way that other vendors were not doing,” she says.
Prior to Sprinklr, she and her team of regional marketing strategists responded to online patient reviews and messages natively. But sorting through every notification and page for new comments or inquiries is an arduous process.
“With Sprinklr’s help, we are managing all of our listings and all of our pages and profiles efficiently,” Stewart explains. By accessing all pertinent social activity in a single platform, the team can now seamlessly review and prioritize notifications from Facebook, Google, and other digital accounts.
Automating onboarding and user management
Communication is just as critical among members of the team as it is with clients. The company needed to streamline the onboarding process, adding new hires soon after they started working for Heartland and removing staff that had left the company.
In the past, they’d added and removed users manually, which is inadequate and time-prohibitive — particularly in a growing company with 8,000 employees. To increase efficiency, Heartland Dental partnered with Sprinklr to create an Active Directory API that automatically removes or adds new team members to the platform. “It’s definitely a huge win,” says Stewart. “It saves me probably 5-10 hours a week of work.”
This integration also automatically adjusts to whatever office they’re tied to in their payroll system, simplifying the onboarding process even further.
Leveraging Sprinklr’s full capabilities
By leveraging such intuitive Sprinklr features as Ads Reporting, Listening Insights, Publishing & Engagement, Ratings & Reviews, and Integrations & APIs — Heartland Dental reaches customers and staff more effectively than ever with solutions that:
Address questions and comments on social channels quickly and easily, providing a better customer experience and improving retention.
The social team uses Sprinklr’s Unified-CXM platform to review and prioritize Facebook and Google listings for 847 different locations.
Save time and improve communications across the organization with the Active Directory API.
The Outcome
Heartland Dental is now much better equipped to capture and quickly address comments and questions from patients. If an existing patient leaves a negative review, the company can spot it and respond swiftly, preserving the business of 1,400 patients annually, which is valued at $700,000 a year.
“Responding through Sprinklr is easier and less overwhelming, and it helps us identify priority messages,” Stewart explains. “Looking back, it makes me cringe to think that we were doing all of that natively. I can’t imagine going back.” Overall, the company sees a 5:1 ratio in ROI, with the online responding team turnaround time reduced by 780 hours per year, saving the company $12,000 annually.
These savings are especially valuable for industries facing rapid growth in both client demand and staffing needs. As businesses scale, optimizing customer engagement and refining hiring and workflow processes becomes increasingly important.
