Boingo Wireless is one of the world’s largest connectivity providers, deploying world-class cellular and Wi-Fi networks at iconic venues around the globe. The global company designs, builds and manages public and private networks to power connectivity at all types of high-trafficked venues—from airports and convention centers to stadiums, hospitals and military bases.
Boingo provides next-gen wireless solutions that enable smart connected environments and needed a seamless social media management tool to support its award-winning customer care team. Boingo, which uses Salesforce Service Cloud, was looking to automate the social media service ticketing process to properly tag items of priority and filter out unnecessary noise.
“When I came across the integration between Sprout Social and Salesforce, it was just what we were looking for—a solution we could easily transition to because it was compatible with Salesforce,” said Susan Nordquist, Senior Manager, Business Systems, at Boingo Wireless.
Susan Nordquist
Senior Manager, Business Systems
An opportunity to “spring clean” keywords
Nordquist, who describes her role at Boingo as part data architect and part systems architect, was keen to find a solution that would complement the company’s current workflow without taxing internal resources. The transition to Sprout Social presented an opportunity for Nordquist to make adjustments that would help ease the administrative burden.
Nordquist said she made “spring cleaning” of keywords a high priority. The solution to cutting down the noise, Nordquist said, was to rethink how the team was using keywords and target handles instead. Through this refresh, its customer care service agents can focus on responding to messages from customers looking for assistance.
And because agents don’t have to spend time weeding through a never-ending stream of messages, they have more time to focus on high-quality customer care initiatives. We have reduced the number of cases that are created from social media channels by 89%.
Susan Nordquist
Senior Manager, Business Systems
Making the transition to Sprout
Boingo’s transition to Sprout Social was “extremely easy,” according to Nordquist. And while Nordquist said she was initially concerned about how challenging it might be to move the customer care agents to a new solution, the training process went smoothly. Nordquist said the Sprout team has been responsive to requests for guidance—like walking her through the process of keyword cleanup—and for customizations to suit Boingo’s specific needs. “Sprout has been quick to incorporate our feedback,” she said. “Our current version of the package is really solid. It’s one of the best integration experiences I’ve ever had.”
Susan Nordquist
Senior Manager, Business Systems
If you’d like to see for yourself how quick and easy it is to switch to Sprout Social, request a personalized demo.