Case Study: Giant Eagle achieves 100% ROI in less than two months and reduces data management time by 85% with Validity

Giant Eagle - Customer Case Study

Giant Eagle, a major grocery chain, struggled with growing volumes of customer data in Salesforce—custom objects with up to 15 fields made updating order line items, delivery details and gift card information slow and error-prone. Contact center and logistics staff, accustomed to Excel, spent hours per case and relied on helpdesk intervention for updates, so Giant Eagle engaged Validity and deployed GridBuddy to simplify and speed routine data management.

Validity implemented GridBuddy’s spreadsheet-like, no-code grids and mass edit/mass update capabilities so agents can launch editable case-related grids with one click and update multiple records at once. As a result, Giant Eagle cut gift card data entry time by 85% (from three hours to about 30 minutes per user), sped order and line-item management up to 60%, reduced call durations, increased cases handled per agent, and achieved 100% ROI in less than two months.

Giant Eagle

Michael Speer

Programmer/Analyst, Giant Eagle