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One of the Largest Tire Businesses in the United States Achieves Award-Worthy Customer Service
Les Schwab sets the standard for consistently exceptional customer service. Who else runs out to greet you at your car when you arrive? Founder Les Schwab said, “Our business is earning your trust”.
Automotive
Reputation Studio, Google Business, Yelp, Facebook, Bazaarvoice, Salesforce
Aggregate and manage reviews in near real-time without the need for manual searching, copying, and pasting using multiple disparate tools.
Location based reviews from Google, Yelp, Bazaarvoice, and Facebook were pulled into Salesforce in near real-time with options to prioritize, assign and respond.
Average review response time was reduced to under 60 seconds.
Company
With almost 500 tire centers throughout the western United States, Les Schwab Tires has been owned and operated by the Les Schwab family since 1952. Although they have locations across the country, they are focused on being local experts making better neighborhoods for all. With a wide footprint and a local focus, the company turned to Reputation Studio to help complete its digital transformation.
Challenge
David Quiett has been in his current role as Director of Store Sales Support since 2014. Les Schwab’s Store Sales Support department is responsible for providing support to all the tire centers, but their former program scraped reviews a few times during the day. Additionally, the team spent a considerable amount of time copying and pasting into their customer service management tool. Yet another tool was used to post a reply on the review site.
Instead of meeting its goal of responding in real-time, it was taking an average of 4 minutes per review. With almost 500 store locations and many review platforms, they were averaging 150 reviews per day. To better keep up and engage with customers in a more timely manner, David set out to find a more automated enterprise solution that was native to Salesforce.
Solution
In June 2018, David was introduced to the Reputation Studio team through the Salesforce AppExchange. The company had just launched 4 departments on Service Cloud. Reputation Studio is the only review management solution that is 100% native to Salesforce. The solution pulls reviews from Google, Yelp, and Facebook into Salesforce and then routes those reviews to either Service Cloud, Marketing Cloud, Sales Cloud, or Social Studio.
The Les Schwab team was now able to prioritize those reviews and respond directly from their Salesforce dashboards. Responses were automatically posted to the direct source. Additionally, Reputation Studio has trained Einstein AI to interpret true customer sentiment and intent in order to give executives the actionable data needed to make effective decisions.
Results
Within one week of implementing Reputation Studio, the Customer Service team at Les Schwab was able to reduce their average review response time from four minutes to under 60 seconds. In the months following implementation, the Customer Service team continued to improve response times to nearly 30 seconds.
This solution allows the team to stay on top of all reviews as they are submitted, increasing the response rate from 50% to 99%. The automation and streamlined process of Reputation Studio combined with the Salesforce platform has greatly improved Les Schwab’s ability to interact with customers online in real-time.