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Freshworks > Case Studies > 7-Eleven Philippines Enhances Customer Support with Freshdesk
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7-Eleven Philippines Enhances Customer Support with Freshdesk

Technology Category
  • Networks & Connectivity - NFC
Applicable Industries
  • E-Commerce
  • Retail
Applicable Functions
  • Logistics & Transportation
  • Procurement
Use Cases
  • Chatbots
  • Time Sensitive Networking
The Challenge

7-Eleven Philippines, a pioneer of 24-hour convenience stores in the country, was facing challenges with its customer support system. The customer support was outsourced to an external vendor, which resulted in limited visibility into customer query patterns and performance metrics. The company had no transparency into the vendor's analytics and could not validate their reports. They also had no visibility into the volume of calls, number of abandoned calls, etc. due to the use of the vendor’s telephony solution. This lack of control and visibility into customer support led the team to decide to bring the entire function in-house. They began exploring helpdesk solutions that would enable them to build a strong in-house support team.

About The Customer

7-Eleven is a global convenience store brand and one of the most recognizable names in retail. The Philippines chapter of 7-Eleven began in 1982 when Philippines Seven Corp (PSC) acquired the license to open and run 7-Eleven stores all across the country. For close to four decades now, 7-Eleven Philippines has been the pioneer of 24-hour convenience stores in the country. Today, there are over 3000 7-Eleven stores in the Philippines. The company has been fuelled by a desire to bring convenience like never before to its customers. This philosophy extends to its customer support.

The Solution

7-Eleven Philippines chose Freshdesk as their helpdesk solution due to its cost-effectiveness and the Freshdesk Contact Centre integration that would help move call support in-house. With the in-house team handling all support queries, management gained complete visibility into the types of queries coming in. The company implemented scenario automations on Freshdesk to reduce handling time. This feature proved particularly useful during promotions, as it automatically filtered out responses to promotions or contests online, saving the team a significant amount of time. Freshdesk also provided detailed Reporting and Analytics features, giving the team complete visibility into support metrics. The company is planning to expand their usage of Freshdesk and Freshcaller, and is considering adding chatbot support in the near future.

Operational Impact

  • The implementation of Freshdesk has brought about significant operational improvements for 7-Eleven Philippines. The scenario automations feature has been particularly impactful, enabling the company to handle a large volume of queries through social media channels efficiently. This has resulted in faster response times and improved customer service. The user-friendly tools have also made it easy to train and onboard new agents, leading to faster agent onboarding times. On the management side, the detailed Reporting and Analytics feature has provided complete visibility into support metrics, enabling the team to closely monitor first-response time and ticket resolution time. The company is now able to see the arrival patterns of the calls and tickets, and how quickly their agents are able to respond to them.

Quantitative Benefit

  • 98% of tickets resolved within Service Level Agreements (SLAs)

  • First-response time reduced to 3 hours

  • 95% of calls resolved within SLAs

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