Casey’s Implements Customer Experience Management Solution
Management can access customer feedback, reports in real time.
Oct 03, 2019
KANSAS CITY, Mo.—Casey’s General Stores, the nation’s fourth largest convenience chain, has teamed with Service Management Group (SMG) to launch a customer experience management program across its growing enterprise, according to MarketWatch.com.
Casey’s is a Fortune 500 company operating 2,100 convenience stores in 16 Midwest states, and SMG is a global customer experience management, employee experience and brand research partner serving 500-plus brands.
With SMG’s CEM solution, Casey’s is capturing location-level feedback at the point of sale. The real-time data is delivered to a reporting dashboard and mobile app, giving Casey’s management a holistic view of customer feedback, advanced text analytics capabilities and case management. With 24/7 access to store-level feedback, role-based reporting and real-time alerts, the field team is equipped to respond to customer feedback and elevate the in-store experience.
“As we evaluated customer experience vendors, SMG’s hands-on approach and focus on business outcomes resonated with our team,” said Chris Jones, CMO, Casey’s General Stores. “We’re excited to have a partner that offers both a scalable technology platform and a dedicated team that’s knowledgeable about our program and invested in our success.”
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