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Sears national retailer improves customer responsiveness and gains new market insights with Tracx.

About Sears

A Fortune 100 retailer that provides home, apparel and automotive merchandise and related services through more than one thousand retail stores relies on social media to provide customer service, manage crises, promote its stores, products and services, as well as make more sound business decisions.

The Challenge

The retailer was initially using several different software tools for social media listening, publishing, engagement, analytics and reporting. This fragmentation was riddled with inefficiencies making it difficult for the company to be as responsive to customers as it wanted to be more quickly alerted and able to address issues that arose on social networks. As consumers became more social and digitally savvy, their expectation of where and how quickly the retailer would engage with them on social channels also increased.

The Solution

The retailer chose Tracx for its enterprise workflows that enabled them to find, triage and route social information easily to appropriate audiences (i.e. specific stores, customer service, marketing) helping alleviate the complex dynamics of managing social media across the company. In addition, the deep social analytics and intelligence Tracx provides helped the retail giant gain a deeper understanding of its customer audience, influencers and competitive landscape.

Tangible Results

Tracx helped this major retailer improve customer service, crisis management and business decision-making. Real-time social monitoring and alerts helped ensure the retailer’s aware of customer service or crisis issues as they happen on social networks. Sophisticated enterprise-wide workflows help ensure posts can easily be re-assigned to subject matter experts, or escalated as needed, both improving customer responsiveness as well as the company’s ability to manage crisis situations. In addition, by analyzing social data to better understand regional consumer sentiment and conversations of in-store clothing brands, the retailer was able to make appropriate adjustments to both advertising and supply chain strategies.

About Sears

A Fortune 100 retailer that provides home, apparel and automotive merchandise and related services through more than one thousand retail stores relies on social media to provide customer service, manage crises, promote its stores, products and services, as well as make more sound business decisions.

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