The more than 2,500 automotive repair and service locations under the Driven Brands Inc. banner are investing in how they capture and manage customer feedback.
Medallia Inc. will capture the feedback and provide insights for each of the brands and franchise locations under the Driven Brands umbrella, which includes Maaco, Meineke, Take 5 Oil Change, CarStar and 1 800 Radiator.
Medallia says it will use its cloud to connect the information about each customer interaction from every brand and channel, which will give Driven Brands "a cohesive view into customer service in a single place."
"We chose Medallia for its ability to combine what we already know about the customer with what we can learn about the customer from surveys, online reviews and a few other sources," says Artemio Garza, chief brand officer for Driven Brands. "We intend to use these insights as part of our core marketing strategy to provide value to our customers while also empowering our franchisees at the front lines to make customer-centric improvements and grow their business."
Medallia also will provide customer insights specific to each brand location, which Driven Brands says will help it add value to its franchisees. In addition, Driven Brands will use Medallia for DrivenFleet, which will provide repair and maintenance services for national, regional and local fleet operators.
"Driven Brands is focused on understanding and acting on the changing needs of customers in a world where the most customer-obsessed companies win," says Borge Hald, co-founder and CEO of Medallia. "By relying on Medallia Experience Cloud, Driven Brands can continue providing an excellent customer experience across its many brands and franchise locations."