Case Study: NJ TRANSIT achieves faster, more responsive social customer care with Sprout Social

Sprout Social helps keep NJ TRANSIT’s social strategy on track

NJ TRANSIT, which serves nearly one million daily riders pre-pandemic, faced a surge in customer questions during COVID-19 and needed a better way to keep travelers informed, respond quickly and humanize its brand across multiple accounts (a main handle plus 14 line-specific Twitter accounts). Their previous platform’s confusing interface and fragmented workflows hindered response times, cross-department collaboration and reporting, while social channels were also being used to support recruitment and community outreach.

By adopting Sprout Social, NJ TRANSIT centralized monitoring with the Smart Inbox, used Tasks to route issues to IT and other teams, leveraged Listening for safety intelligence, and gained richer analytics for reporting. The change delivered measurable results: 50 million Twitter impressions in 2020, a 142% year‑over‑year increase in reply rate, a 30‑minute average first reply time in H1 2021, a 60% increase in resumes for bus operator hiring, and reporting time reduced from three days to three hours.

NJ Transit

Carol Mack

Director of Events & Social Media