Transform Social Customer Care

How ScottsMiracle-Gro Transformed Social Customer Care with Sprout Social and Salesforce Service Cloud

For over a century, ScottsMiracle-Gro has been a trusted name in lawn and garden care, known for its high-quality products and expert guidance. Its portfolio of brands—including Scotts, Miracle-Gro, Ortho, Tomcat, and AeroGarden—has set industry standards. But even the most established brands must evolve to meet modern customer expectations.

ScottsMiracle-Gro faced two key challenges:
✅ Connecting with younger demographics
✅ Delivering timely customer support, especially during peak gardening seasons when social media inquiries surge

To tackle this, the company turned to Sprout Social’s social media management platform, seamlessly integrated with Salesforce Service Cloud, to cultivate stronger customer relationships.

Cultivating a More Responsive Social Care Strategy

Today’s consumers expect rapid responses—nearly 75% anticipate a reply within 24 hours, according to The Sprout Social Index™. However, ScottsMiracle-Gro’s response times often stretched to days or even a week, creating dissatisfaction and impacting brand perception.

Their previous system—a patchwork of 8 to 10 different platforms—was inefficient and frustrating for agents.

“It was insane. They were juggling multiple systems daily, making their job far more complicated than necessary.”
– Sara Smith, Manager of Consumer Services, ScottsMiracle-Gro

When Smith joined the team, she prioritized streamlining operations. Social media was one of the first integrations after adopting Salesforce Service Cloud.

Unlocking Social Care Potential with Sprout Social

ScottsMiracle-Gro explored various solutions but ultimately chose Sprout Social for its seamless integration with Salesforce. This decision transformed their approach to social customer care.

✅ Faster Onboarding: Training that previously took a full day was now completed in just one hour
✅ Streamlined Workflows: Agents no longer had to switch between multiple platforms
✅ Unified Reporting & Analytics: Social data flowed directly into Salesforce, enabling data-driven decisions

“It was a game changer. The system is so user-intuitive—that’s one of our favorite things about it.”
– Sara Smith, Manager of Consumer Services, ScottsMiracle-Gro

With all customer interactions centralized, agents could view and respond to messages from multiple social platforms within a single system—boosting efficiency and responsiveness.

The Impact: Faster, Smarter, and More Engaged Customer Care

The results were immediate:

📉 50% reduction in time to resolve cases
📈 381% increase in agent action rate
⏳ 91% decrease in average time to action

“Our agents do almost everything in Salesforce now, including social, thanks to the integration with Sprout.”
– Sara Smith, Manager of Consumer Services, ScottsMiracle-Gro

Beyond operational efficiencies, agent satisfaction soared. Previously, agents dreaded handling social media tickets. Now, they actively request them due to the simplified workflow.

“Before, agents begged to avoid social tickets. Now, they ask to work on them. It’s improved retention and job satisfaction across the board.”
– Sara Smith, Manager of Consumer Services, ScottsMiracle-Gro

Social Insights for Sustainable Growth

ScottsMiracle-Gro’s transformation highlights the power of Sprout Social and Salesforce Service Cloud in delivering exceptional social customer care. By combining an intuitive platform with seamless service management, they have:

✅ Improved customer experience
✅ Boosted team efficiency and morale
✅ Enhanced agility in managing viral social moments

With a stronger, data-driven approach, ScottsMiracle-Gro is well-positioned to nurture customer relationships and drive long-term success.