Is Sprinklr Finally 'Satisfied' With Its Latest Acquisition?

4 minute read
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Sprinklr put its acquisition shovel to work again.

The New York City-based provider of social media management tools scooped up San Francisco-based customer care provider Get Satisfaction today. This is Sprinklr’s fifth acquisition since the beginning of 2014 and follows a series funding valued at greater than $1 billion.

Get Satisfaction joins social community software provider Pluck, influencer advocacy company Branderati, paid social company TBG Digital and brand analytics provider Dachis Group as Sprinklr acquisitions in the past 14 months.

All told, the six-year-old provider now climbs to more than 750 employees, 850 brands and 400 clients. Financial terms were not disclosed.

Rahul Sachdev, CEO of Get Satisfaction, and Jeremy Epstein, vice president of marketing for Sprinklr, caught up with CMSWire after the provider's fifth acquisition in just more than a year.

Sprinklr is accelerating its social consolidation strategy to help brands improve customer experience, they told CMSWire.

Dachis Group brought brand health data and analytics into the fold, TBG Digital enabled a paid social offering within the Sprinklr platform, and the acquisitions of Branderati, Pluck, and Get Satisfaction are bridging the gap between first- and third-party brand experiences, they explained.

Making News

Sprinklr doubled down earlier this month when it announced that Battery Ventures, Intel Capital and Iconiq Capital invested $46 million in new funding, bringing the company’s total venture funding to $123.5 million.  

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It also released the second version of its Experience Cloud -- “a complete, integrated, and collaborative technology infrastructure that connects all of a brand’s social touch points.”

Sprinklr, a Forrester Wave regular for enterprise social listening platforms, in September acquired highly targeted advocacy influencer platform, BranderatiIn February, Sprinklr bought Austin, Texas-based Dachis Group, a social analytics company, and formed the largest independent end-to-end social relationship platform in the market. 

And it bought TBG Digital, a company that considers itself a pioneer of corporate advertising on Facebook and Twitter. The acquisition was designed to amplify Sprinklr’s reach across social media.

What Get Satisfaction Brings

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Learning Opportunities

With Get Satisfaction, led by Sachdev (right), Sprinklr officials claim they now can provide enterprise brands with an integrated, collaborative and complete solution "all designed to create, manage, and deliver better customer experiences at every social touchpoint."

"The mission of Get Satisfaction has always been to provide a platform that allows companies to connect with their customers in an open way, providing value on both sides," Sachdev and Epstein told CMSWire in their joint response. "These strategic acquisitions bring key pieces of the customer lifecycle together: online communities with Get Satisfaction, ratings and reviews with Pluck, and advocacy with Branderati. To delight their customers, brands must unify first- and third-party experiences and only a complete, integrated and collaborative solution like Sprinklr lets them do that."

Inside Sprinklr

Sprinklr's solutions can "enable enterprise brands to work across departmental silos to meet the needs of the connected and empowered consumer, across thousands of touch points," officials claimed.

Enterprise brands have a "unified view of each individual consumer, no matter where or how she has interacted with the brand," according to Sprinklr officials, who cited clients Cisco, IHG, Intel, Listerine, Microsoft, Samsung, Starwood, Zillow, Dell, McDonald’s and Verizon.

In addition to social "regulars" Facebook, Twitter and LinkedIn (20-plus social sites total), Sprinklr through its Experience Cloud helps brands manage first-party brand websites, online forums, communities and ratings/reviews sites.

Integrations, More Acquisitions?

Sprinklr officials said they do not anticipate any integration challenges, adding, "like our other acquisitions, we will fully integrate Get Satisfaction into our core platform and native software."

Are there more acquisitions planned?

"We’ll continue to investigate opportunities as they arise," Sachdev and Epstein told CMSWire, "and build out the Sprinklr platform to help deliver greater value to our clients."

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