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Maker of Lysol and Air Wick Manages More Reviews with No Increase in Staff
How the maker of Lysol and Air Wick unified customer feedback, accelerated response times, and strengthened brand trust with 1440 Reputation Studio on Salesforce.
Health, Hygiene & Home
Reputation Studio, Amazon, Bazaarvoice, Bazaarvoice Connections Network, Salesforce, Salesforce Service Cloud
As customer engagement channels multiplied and review volume surged, Reckitt sought a more efficient way to manage and respond to feedback at scale — without adding new staff.
Implement reviews, user-generated content, and loyalty programs across every channel to give passionate fans a voice and inspire confident purchase decisions.
Reduced review backlogs, accelerated response times, and enabled teams to manage a higher volume of customer feedback with ease.
Company
Reckitt is a global leader in health, hygiene, and nutrition — home to trusted brands including Lysol, Air Wick, Finish, Durex, and Enfamil. Every product reflects the company’s purpose: to protect, heal, and nurture in the relentless pursuit of a cleaner, healthier world.
With millions of products sold daily across more than 200 markets, customer feedback plays a critical role in shaping brand perception and innovation. Reckitt’s teams wanted a single, connected view of customer sentiment — one that could scale with their global footprint and empower every team to listen, learn, and act faster.
Challenge
As Reckitt’s brands grew their digital presence, the volume of online reviews surged. Agents were manually tracking feedback across multiple platforms — from Amazon and Google to Bazaarvoice — often managing just a handful of products each.
The decentralized process made it difficult to maintain consistency, measure response performance, and surface insights that could inform product or marketing decisions. Reckitt needed a connected, intelligent system to manage reviews at scale while maintaining the authenticity and speed consumers expect.
Solution
Reckitt implemented Reputation Studio by 1440, the only review management solution built natively on Salesforce Service Cloud.
Now, reviews from Amazon, Bazaarvoice, Google, and other key platforms flow directly into Salesforce, where AI-powered automation creates and routes cases to the right agents. Teams can respond to reviews — positive or negative — directly within Salesforce, without switching systems.
This unified workflow allows Reckitt to manage consumer engagement and brand reputation from one platform, giving leaders real-time visibility into performance metrics such as response time, sentiment trends, and SLA compliance.
Results
With Reputation Studio, Reckitt achieved its 24-hour SLA goal for review responses globally, ensuring every customer voice is acknowledged quickly and consistently.
Through data tagging and sentiment analysis, teams gained deeper insights into product quality and consumer expectations — enabling faster collaboration between service, marketing, and product teams.
By centralizing reviews within Salesforce, Reckitt empowered its agents to focus on meaningful engagement rather than manual monitoring — resulting in improved response quality and measurable increases in customer satisfaction.