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Session Code: BRE0756
Presenter(s): Amanda, Stephanie
Company(s): Grocery Outlet, Grocery Outlet
Abstract:
Grocery Outlet has experienced rapid growth in the past few years and their independent store operators were not getting the support from corporate that they were accustomed to. To address this issue and better treat stores as valued customers, Grocery Outlet developed a unique use case for ServiceNow's Customer Service Management to better route their issues and inquiries using case management. In this session, Grocery Outlet will introduce the challenges that led to seeking out this solution, project goals, and system design. They'll share their team's key takeaways and recommendations from their implementation as well as the metrics that made this a success, including stark improvement to store satisfaction, steady reduction of SLA breaches, and increased internal efficiency.
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