©2014 Sprinklr Inc. All rights reserved.

CASE STUDY

©2014 Sprinklr Inc. All rights reserved.

CASE STUDY

U-HAULTHE PROBLEM

When it comes to the nation’s largest

moving company, customer service

reigns. Delivering high quality service

is integral to U-Haul, which has led the

moving equipment and storage industry for almost 70 years. As a well-

known brand typically linked to a stressful event (moving), U-Haul needed to

quickly identify relevent conversations on social channels and address them.

Time is of the essence when it comes to moving services, so fast responses

were imperative. Furthermore, as a highly seasonal service provider (with peaks during the summer months of over 20,000 inbound messages–over twice the volume of average months), preparing the appropriate number of

resources to deliver excellent customer service was a challenge.

WHAT THEY DID

U-Haul organizes all social conversations with subject code tags, which laddered up to branded campaigns and offerings. Discovering whether or not their audience was social first for customer service inquiries has allowed the company to more accurately make decisions about staffing and resources.

TOP 5 FEATURES

-TAGS

-CUSTOM FIELDS

-AUTOMATION

-REPORTING

-SLA TRACKING

”Sprinklr has been a great platform for both our marketing and social care teams, allowing us to really collaborate on improving our customers’ experiences.” - Toni JonesSocial Media DirectorU-Haul International

2©2014 Sprinklr Inc. All rights reserved.

CASE STUDY

Contact Us

tel: (917) 933-7800

email: info@sprinklr.com

web: www.sprinklr.com

twitter: @sprinklr #socialatscale

Locations

New York City (HQ) Austin San Francisco London Paris Bangalore Delhi Hamburg

©2014 Sprinklr Inc. All rights reserved

CASE STUDY

Automation is extremely valuable to U-Haul and imperative to handling the huge volume of messages. “When you have that many customers talking to you, it’s important to listen”, but with the reality of a limited number of resources, time saved is invaluable. By automating rules and processes, time is saved to focus on personal responses. For example, when a celebrity mentions U-Haul on Twitter, hundreds of retweets may occur. This potential crisis management situation automatically flags an urgent review by the team to determine if a response is needed. Rules also auto-tag certain messages for future reporting.

When it comes to moderation, the U-Haul Care team must work closely with their public relations, risk management and community relations teams to ensure messages get routed to the right teams quickly. The U-Haul social care team is integrated with the social marketing team, which enables them to report and collaborate on both inbound and outbound messages using the same campaign tagging. This integrated system supports improved campaign analysis and future content marketing strategies.

Tracking message reach and campaign reporting is essential to U-Haul, especially when publishing across multiple social channels. The social media team analyzes, for example, the origin and nature of customer concerns within each channel to identify trends. Because each outbound and inbound post is contextually tagged (using custom fields), the team analyzes what subjects frequently require resolution. Then, U-Haul prepares responses that address daily conversation topics and surface trends, such as whether specific products or geographic regions receive an unusually high volume of discussion. U-Haul is also able to identify, for example, if customers come to social to resolve different issues from other support channels (like email or phone).

THE RESULTSU-Haul is proud of their fast response times and the number of customers they serve every day. The U-Haul team now has access to all social analytics in one Sprinklr dashboard. Executive management now has access to social goals, such as campaign metrics and the distribution of messages by category (customer service or brand, for example). They are also able to accurately link web traffic referrals and conversion metrics on social posts to prove impact. U-Haul’s advanced focus on analytics to continuously improve the customer experience and prove high engagement rates showcases their social leadership in the moving industry.

70% of all issues are resolved in a half hour or less with almost half (49%) addressed in less than 15 minutes.

“The ability to customize, tag, and automate with Sprinklr has improved our reporting capabilities and understanding of our customers’ needs, which ultimately delivers a better customer experience.”- Toni Jones

COLLABORATION ANALYTICSAUTOMATION