About the Customer
Driven Brands, Inc. operates as an automotive franchise company that provides aftermarket services.
The company was formerly known as Meineke Holding Co., Inc. and changed its name to Driven Brands, Inc. in June 2006. The company was founded in 1972 and is based in Charlotte, North Carolina.
Scope and Challenges
Driven Brands wanted to have a cohesive view into customer experience in a single place. For example, post-visit survey data will be combined with marketing, loyalty, and point-of-sale data so that the feedback is relevant, contextual and actionable for marketing and operations.
The leadership of the company wanted a solution that will easily connect varied information about each customer interaction from all brands and channels.
Outcome and Implications
In 2017 Driven Brands chose to implement Medallia Experience Cloud as their CRM application.
“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,” said Artemio Garza, Chief Brand Officer, Driven Brands.
Medallia provided access to important customer insights specific to each brand location that will enable the company to add value to its franchisees. This implementation empowered Driven Brands and its franchise partners to continue to provide an exceptionally high-quality repair and service experience for its customers.
“Driven Brands is focused on understanding and acting on the changing needs of customers in a world where the most customer-obsessed companies win,” said Borge Hald, Co-Founder, and CEO, Medallia.
“By relying on Medallia Experience Cloud, Driven Brands can continue providing an excellent customer experience across its many brands and franchise locations. We’re honored to have been selected as a trusted partner, ” continued Hald.
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