BRACK.CH, a leading Swiss online retailer, leverages Caplena’s AI-powered text analytics to continuously enhance customer satisfaction. By conducting semi-annual analyses of open-ended responses from their ongoing customer satisfaction surveys, BRACK.CH efficiently extracts actionable insights from thousands of comments. These insights drive data-informed decisions, turning feedback into concrete actions that continuously enhance the customer experience.

Caplena is also used across BRACK Business, which serves B2B customers, and Alltron, a wholesale supplier serving Swiss specialized retailers, integrators, and installers, ensuring that all segments of the company benefit from advanced feedback analysis.

Before adopting Caplena, BRACK.CH was unable to fully tap into the wealth of insights hidden in open-ended customer feedback due to a lack of systematic analysis tools. Now, with Caplena, they can efficiently process this feedback, uncovering key trends and gaining clear, actionable insights that reveal what customers truly want. This has transformed previously inaccessible data into a powerful resource for informed, strategic decision-making.

In February 2024, BRACK.CH began using Caplena to address these challenges and improve their feedback analysis process. Caplena’s AI-driven platform enables BRACK.CH to process thousands of open-ended responses quickly, identifying key insights with minimal manual effort.

By adopting Caplena, BRACK.CH has transformed its approach to customer feedback, turning what was once an untapped resource into a powerful tool for driving improvements. The ability to efficiently analyze and quantify open-ended responses has revolutionized how BRACK.CH understands and responds to its customers' needs. This automated, data-driven process not only saves valuable time but also ensures that key insights are immediately actionable. With Caplena, BRACK.CH is better equipped to stay agile and customer-focused, delivering a superior experience across all business segments.