Case Study: Les Schwab achieves near real-time review responses with Reputation Studio

One of the Largest Tire Businesses in the United States Achieves Award-Worthy Customer Service

Les Schwab, one of the largest tire businesses in the United States with nearly 500 locations across the western U.S., needed a better way to aggregate and manage online reviews in near real time. Its team was spending too much time manually searching, copying, and pasting reviews across multiple tools, and response times were averaging about four minutes per review. Les Schwab turned to 1440 and its Reputation Studio product to streamline the process within Salesforce.

1440’s Reputation Studio pulled location-based reviews from Google, Yelp, and Facebook directly into Salesforce, allowing the team to prioritize and respond from Salesforce dashboards with replies posted back to the original sites automatically. The results were immediate: average response time dropped to under 60 seconds within a week and improved to nearly 30 seconds over time, while review response rate increased from 50% to 99% and resource needs to manage reviews were reduced by 90%.

Les Schwab

David Quiett

Director of Store Sales Support