CUSTOMER STORY Industry: Retail Location: Dallas, Texas Size: 45,000 employees 7-Eleven provides customers the rapid help they seek on the channels they prefer with ServiceNow Improvement in case resolution rates Reduction in customer service response times Reduction in case volumes 93% 205% Almost 100 years ago, a young guy delivering ice blocks to people’s homes wrote: “Give the customers what they want, when they want it.” The wise words of Joe Thompson, founder of 7-Eleven, are still relevant today. To maintain customer loyalty, the chain of convenience stores must provide the help customers seek quickly and on the channels they prefer. An effortless customer journey A new 7-Eleven store opens every 3.5 hours. There are more than 66,000 stores in 17 countries. The ch

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