Casey’s Implements Customer Experience Management Solution
Management can access customer feedback, reports in real time.
Oct 03, 2019 | 1 min read
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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