Case Study: Sears achieves faster customer responsiveness and actionable market insights with Tracx

Sears national retailer improves customer responsiveness and gains new market insights with Tracx

Sears, a Fortune 100 retailer with more than a thousand stores selling home, apparel and automotive merchandise, depended on social media for customer service, crisis management and promotion. The company was hampered by multiple fragmented tools for listening, publishing, engagement and analytics, creating inefficiencies that slowed detection of issues and reduced its ability to respond quickly as consumers expected faster, more digital engagement.

Tracx delivered real-time monitoring and alerts plus enterprise workflows to route, reassign and escalate social posts to the right teams, improving responsiveness and crisis handling. Its analytics provided regional sentiment and in-store brand insights that informed advertising and supply-chain decisions, centralizing triage and giving Sears deeper audience, influencer and competitive intelligence.

Sears