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Session Code: BRE1883
Presenter(s): Libby Kenney
Company(s): 7 Eleven
Abstract: 7-Eleven merged 16 service desks and completed 32 internal and external integrations within 11 months. They created a 7Help Store Support Portal that is accessible any time, from anywhere, from any device and is a ‘One Stop Shop’ for all support needs. There were too many points of contact, multiple systems, and duplicate cases, resulting in increased cost for Franchisees. Before consolidation to the Now Platform, challenging questions came up - What’s the average cost of support for that store footprint? Is that profitable for us to run? Why do I have to call to get status on my case? What does our combined caseload look like for the stores in my area? It had to stop. In this session, learn how 25 million+ people love 7-Eleven and how they advanced to be customer obsessed.
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