Case Study: U-Haul International achieves faster response times and consolidated social analytics with Sprinklr

Delivering high quality service is integral to U-Haul

U-Haul, the nation’s largest moving company, depends on fast, high-quality customer service—especially during seasonal peaks when summer months can generate more than 20,000 inbound social messages. Faced with time-sensitive requests, high volume and the need to route issues to the right teams, U-Haul needed a way to quickly identify relevant social conversations and scale resources without sacrificing response speed.

Using Sprinklr, U-Haul implemented subject-code tagging, automated rules to flag urgent spikes, and integrated collaboration across social care, PR and marketing teams, all tied to a single analytics dashboard. The approach improved staffing decisions and campaign insights, allowed 70% of issues to be resolved within 30 minutes (49% in under 15 minutes), and made it possible to link social activity to web referrals and conversions to prove measurable impact.

Uhaul International

Toni Jones

Social Media Director