Belron is the world’s largest dedicated vehicle glass repair and replacement company. A truly global company, Belron has
25,600 employees, and operates in 34 countries across five continents. The company’s strategy has always been to deliver profitable growth in a responsible way, and listening to the customer’s voice certainly falls into Belron’s definition of responsibility.
Like many other service companies, Belron was eager to optimize their social media presence. Working with Tracx social media management platform (SMMS) empowers agencies and brands with a highly advanced set of business analytics solutions to grow revenue and deepen customer relationships through the social web. Belron implemented Tracx globally, uniting five regional business units and employees with various job roles and levels of accountability. Tracx provided Belron with a customized
THE CHALLENGE: Unifying Business Units
THE SOLUTION: Bringing social media into a single view configuration that enabled users to listen, analyze and gain specific insights for each business unit, by location, language and time zone. Belron customer care teams use listening and engagement features to monitor social streams and respond to customers in real-time, as well as track and report on their activities.
According to Belron, with consistent usage of the SMM worldwide, they now have a solution with global uptake that is the first of its kind in their business.
THE RESULTS: From the very beginning, Belron was impressed with Tracx’s execution of the system implementation, and training scaled from 5 trial accounts through to 25 fully active business units accounts. The system usage was expanded from 25 users to 82 within 6 months.
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