Case Study: 7-Eleven improves case efficiency 93% with Medallia and ServiceNow

Key results

The challenge

7-Eleven collected customer input through surveys, taste tests, and social media, but its systems could not distinguish customers who needed help from those simply offering feedback. Across more than 9,000 U.S. stores, this slowed case resolution.

The solution

7-Eleven integrated the Medallia Experience Cloud with ServiceNow Customer Service Management and Medallia Text Analytics, so alerts and signals automatically create prioritized cases and route issues for near real-time resolution.

The results, in context

7-Eleven improved internal engagement by more than 600% and saw a 93% increase in case efficiency, supported by more than 2,000 Store Support Center employees.

Products used