How BRACK.CH transforms thousands of feedback into data-informed decisions

Sonja Hubl, Market Research Project Manager @BRACK.CH

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.

The Challenge

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.

Transition to Caplena

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.

Key results

1. Time Efficiency

Tasks that would have required weeks of manual analysis are now completed in just a few hours with Caplena, enabling BRACK.CH to gain insights that were previously unavailable.

2. Comprehensive Insights

Caplena uncovers key trends and customer needs from thousands of responses in real-time, continuously providing a precise picture of customer satisfaction in all operating areas.

3. Dashboard Visualization

Caplena’s easy-to-use dashboard is shared with internal teams and members of decision-making groups, helping them make quick, data-based decisions.

"The added value of this tool is very high. Caplena allows us to analyze and quantify open-ended responses comprehensively. Previously, resource constraints made this very difficult."

Conclusion

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.