The Challenge

Solvay, a leading chemical company, operates across multiple industries and regions, including healthcare, automotive, and environmental sectors. With operations in over 50 countries, managing a large number of customer-facing social media accounts across several industries became a challenge. The company needed a way to streamline communications, align messaging across teams and quickly understand customer feedback.

The Solution

To address this challenge, Vincent Colegrave, Head of Digital & Social at Solvay, and his team turned to Sprinklr’s unified customer experience management (Unified-CXM) platform. Their goal was to align marketing efforts across Solvay’s global organization and create a unified approach to publishing on external channels. Sprinklr provided the solution to integrate social media management across regions and gave the team a centralized view of customer interactions.

With Sprinklr Insights and Sprinklr Marketing, Solvay could:

• Track conversations around their products, competitors and industry trends in real time.
• Ensure consistent messaging across North America, Europe, and China.
• Monitor CEO Ilham Kadri’s social presence to keep the company’s leadership visible in key discussions
  
  Solvay leveraged Sprinklr to build out a 24/7 social media command center that allows the team to engage with customers in real time and stay on top of global conversations. "We know exactly what’s happening worldwide," says Colegrave. "It’s important because because one third of our business is based in the U.S., one third in Europe, and one third in China."

We use Sprinklr to position our CEO on a daily basis by listening to what people are saying about her. It also helps ensure we understand our audience when we’re building and promoting her presence.”

Vincent Colegrave

Head of Digital & Social

Solvay

Solvay also uses Sprinklr Social Listening to enhance CEO Ilham Kadri’s presence in key industry conversations. The platform helps the team track mentions, identify influential accounts engaging with the company, and make informed decisions about paid promotions.

“We are able to monitor [his social presence] through listening, identify key accounts that are talking about us, and make the right decisions for paid advertising and whether to invest or not,” Vincent says.

The Outcome

With Sprinklr, Solvay has a clear, real-time view of its global social media strategy, helping the company stay aligned across markets and accelerate its digital transformation. Sprinklr’s social listening solution gives Solvay a deeper understanding of how customers perceive its brand, products and industry.

“Machine learning capabilities help us understand what’s being said about a particular product or market,” says Colegrave. By actively listening to online conversations, Solvay can anticipate customer needs and adapt its approach. "We want to meet market needs,” says Colegrave. "And by listening closely to what customers are saying, we can do exactly that."