Case Study: CCC (European footwear retailer) achieves centralized Google My Business review management and faster responses with NapoleonCat

CCC - Customer Case Study

CCC, a popular European footwear retailer and producer with 496 locations listed on Google Maps, faced an exponential increase in Google My Business reviews, questions and recommendations. Their customer service team was forced to browse dozens of folders daily to find and reply to feedback, a slow, error-prone process. To address this, CCC adopted NapoleonCat’s Social Inbox to consolidate GMB communication into a single workspace.

NapoleonCat’s Social Inbox aggregated reviews and Q&A from nearly 500 profiles into one dashboard, allowing CCC to label sentiment, add custom tags, export moderation reports, and route issues to stores or departments. As a result, CCC can reply almost immediately and now devotes about 1–1.5 hours, 3–4 times a week to handle roughly 1,000–1,500 comments monthly, improving response consistency, pinpointing store-level fixes, and boosting employee motivation.

CCC

Robert Prokopowicz

Customer Service Manager