A Partner That Scales With the Growth We’re Experiencing.

The Challenge

7Brew started in 2017 as a local coffee shop in Northwest Arkansas and grew into a drive-thru brand with 800+ locations, with new stands opening every week. Customers can build a drink from 20,000 flavor combinations, and the experience is supposed to feel the same at every window.

For Lizette “Liz” Perez, Customer Care Manager, consistency is the standard: a customer in a different city should feel like they’re at their regular stand back home. That has to hold on the phone, too. Thousands of calls come in every day, and every new stand brings more customers with questions.

BUILT TO SCALE

“Once we partnered with Nextiva, that meant we now had a partner that was going to be able to scale with the growth that 7Brew is experiencing, which is important because as we continue to grow, that means we have more customers to take care of, and Nextiva has been a big part of it.”

Lizette Perez, Customer Care Manager @ 7Brew Coffee

The Solution

7Brew uses the Nextiva Contact Center as the central place for communication across every location. All stands share one number, so every caller reaches the same team and gets the same answer, whichever stand they’re asking about. Most callers have what they need in 30 seconds to a minute. Their AI receptionist, XBert, handles the everyday questions, and Liz’s team steps in for the customers who need more.

Nextiva reporting shows what callers ask about most, so the team can build a response and the next caller gets the answer right away.

96–98% RESOLVED

“Day to day, we get thousands of calls that come in from our customers. We have 800-plus locations across the country, but thankfully, with the help of Nextiva, 96 to 98% of those phone calls are resolved with the help of XBert, and then my team can go in and help those other customers that still just need a little bit of extra help.”

Lizette Perez, Customer Care Manager @ 7Brew Coffee

The Results

With the Nextiva Contact Center, 7Brew runs communication for 800+ locations from one place, and every caller gets the same standard. Most questions are resolved in 30 seconds to a minute, which leaves Liz’s team free for the callers who need a little extra help. The culture stays put. The reach gets bigger.

Same kindness. Same answers. Every stand, every call, and we’re proud to be pouring alongside them.

SAME EXPERIENCE, EVERY STAND

“Consistency across all of our 7Brew locations is super important because we want to make sure that our customers get treated with the same kindness and positivity that they would experience at any stand. So you could go to a 7Brew in a different city, and it would just feel like your regular stand back at home.”

Lizette Perez, Customer Care Manager @ 7Brew Coffee