News

Casey’s General Stores taps Service Management Group for CX management

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November 14, 2019

In a quest to discover customer insights, as well as expand loyalty with customers, Casey's General Stores is teaming up with Service Management Group, a global CX management, employee experience and brand research provider. Casey's General Stores is the nation's fourth largest convenience store chain and operates 2,100 stores in 16 states across the Midwest, a news release said.

"As we evaluated customer experience vendors, SMG's hands-on approach and focus on business outcomes resonated with our team," said Chris Jones, Casey's General Stores chief marketing officer, in a release on the effort. "We're excited to have a partner that offers both a scale-able technology platform and a dedicated team that's knowledgeable about our program and invested in our success."

Using the SMG solution, Casey's is capturing location-level feedback at the point of sale and that real-time feedback is delivered to the reporting dashboard and mobile app, giving users at multiple levels in the organization 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 is equipped to respond to customer feedback and elevate the in-store experience, according to the release.