Behind the Scenes of the Construction and Equipment Maintenance Center: Responding to Tens of Thousands of Inquiries Every Year
Open 24 hours a day, 365 days a year—safe and reliable Seven-Eleven stores.
For many of us, this has become such a familiar sight that we hardly give it a second thought. Yet it is by no means something that simply happens on its own.
There are partners who continuously support store operations so that each location can remain stable and run as usual, day after day. One of them is the Construction and Equipment Maintenance Center (hereafter, “the Center”), operated by NEC Fielding, Ltd. and NEC Corporation.
What kinds of challenges and trial-and-error efforts have shaped its journey so far?
We spoke with the team to learn more about the path they have taken.
Protecting the Store’s "Everyday Normal," 24 Hours a Day, 365 Days a Year
"The Construction and Equipment Maintenance Center is a call center that serves as the first point of contact for any ‘building- and equipment-related issues’ that arise in our stores,"
says Washizawa, Manager of the Construction Management Department, Construction and Equipment Department, Seven-Eleven Japan.
Washizawa
The issues we receive are wide-ranging—from equipment troubles involving SEVEN CAFÉ machines, fryers, and refrigeration or freezer units, to problems with restrooms and even parking lots. Unless each of these is addressed one by one, stores simply cannot operate 24 hours a day. The Construction and Equipment Maintenance Center plays a vital role in handling these essential responsibilities.
To support store operations, the Construction and Equipment Maintenance Center operates with a team of approximately 100 operators. Leading this group is Sawano, Center Director at NEC Fielding, Ltd.
Sawano
Our job is to respond carefully to each and every issue, no matter how small. Stores reach out to us because they cannot resolve these matters on their own. That’s why we don’t want to draw any line between big and small issues.
Someone who once received that kind of support while working part-time as a student is Igasaki of the Construction Management Department, Construction and Equipment Department, Seven-Eleven Japan.
Igasaki
When I ran into equipment trouble, I used to call the Center for help. It feels a little strange now to be involved on the other side of the line that once supported me.
Today, I serve as a liaison between Seven-Eleven’s headquarters and the Center. I share promotional information in advance to ask for their cooperation, and I also invite equipment manufacturers to the Center so operators can receive hands-on training using the actual machines.
Washizawa
The reason we share information and conduct training is that, depending on the product being launched, the load on certain equipment may increase significantly. In other words, the number of inquiries could also rise. This information-sharing is intended to help the Center prepare in advance.
Igasaki
We’re in touch almost every day, aren’t we, Sawano?
Sawano
Since you’ve been coming to the Center regularly, the atmosphere on the floor has gradually changed. It feels like we’ve grown stronger as a team than before.
From a Place That Simply Transfers Calls to One That Solves Problems Together
The Center receives a large volume of inquiries 24 hours a day, 365 days a year—regardless of the time or day of the week. That is why Seven-Eleven Japan and the Construction and Equipment Maintenance Center are working toward evolving the Center’s role: from a place that simply transfers calls to one that works together with stores to figure out how their issues can be resolved on the spot.
Igasaki
One of the things we focus on to achieve that is proactive information sharing. What customers purchase changes depending on the weather and the season, which in turn affects how equipment is used. In response to those shifts, we prepare videos and photos at headquarters and share them with franchise stores as "Notices from Headquarters."
Sawano
You really do share information with great attention to detail every day. On our side, we have introduced an Interactive Voice Response (IVR) system to improve efficiency.
When a store calls the Center, an automated voice message plays first, prompting them to select the nature of their inquiry. They are then connected to an operator who specializes in handling that specific type of equipment. Our goal is to resolve each issue within a single call.
Washizawa
These initiatives have begun to bear fruit. The number of inquiries, which had been on an upward trend, started to decline around November 2024. We believe this is due not only to our proactive information sharing and the guidance provided by the call center, but also to franchise stores using the information we shared to address similar issues on their own the next time a problem occurs—without needing to contact us.
We truly feel that the Center’s role is shifting from a place that simply transfers calls to one that works together with stores to determine how issues can be resolved on the spot.
And importantly, both our information-sharing efforts and the introduction of the IVR system were made possible by the wealth of inquiry data accumulated by the Center over time.
Igasaki
Sawano and the team analyze every single inquiry and compile the findings in a clear and easy-to-understand way, which is incredibly helpful to us. It’s also important to listen to the voices of the operators on the front lines. Since they are the first to hear directly from the stores, I believe there are issues and challenges that only come to light when we meet face-to-face and talk things through.
Sawano
For us as well, having the opportunity to speak directly is extremely important. We truly feel that the distance between headquarters and the Center has grown much closer. By the way, our operators often ask, "Is Igasaki coming in today?"
"Thank You" — The Driving Force Behind This Work
Next, we spoke with Akiba and Takeshita, operators at the Construction and Equipment Maintenance Center. Both have been supporting stores on the front lines for more than a decade.
What they share is a strong sense that their perspective has grown closer to that of the stores themselves.
Akiba
I sometimes visit 7-Eleven in my private time, but because of my job, I can’t help checking the equipment. I find myself looking to see whether there are any error signs on the ice cream freezer cases.
Takeshita
Your eyes are inevitably drawn to it, aren’t they? Because we understand how busy store staff are, we’ve become more mindful about how we communicate—choosing our words carefully and thinking about how to explain things without adding to their burden. In the past, I focused mainly on handling as many calls as possible. Now, I make a point of listening carefully and responding thoughtfully to each one.
Akiba
The closer collaboration between Seven-Eleven Japan’s Construction and Equipment Department and the Center has also had a major impact on our work. In the past, the phones rang nonstop, but we can clearly feel that the number of calls has decreased.
We’ve also seen an increase in the number of inquiries that can be resolved within the Center itself. In the past, we often had to transfer calls to equipment manufacturers.
Sawano
We want our operators to see things from the same perspective as the stores as much as possible. To support that, we installed actual equipment at the Center starting in 2019. Operators can handle the machines at any time, and we also provide opportunities for them to receive training directly from manufacturers. As a result, there are more situations now where operators can respond with confidence. What do you both think?
Equipment used in stores, including SEVEN CAFÉ machines, is installed at the Center.
Takeshita
Now that you mention it, there was a time when we received an inquiry about SEVEN CAFÉ and were able to respond immediately and resolve it on the spot. The store staff said, "As expected of the Maintenance Center!" That really made me happy.
Akiba
We may be hearing "thank you" more often over the phone these days. For me, the most rewarding part of this job is receiving words of appreciation directly from the stores.
Continuing to Be a Trusted Partner for the Stores
Looking ahead, how will Seven-Eleven Japan and the Construction and Equipment Maintenance Center continue to engage with and support the stores? We asked them to share their thoughts in closing.
Igasaki
At present, inquiries are mainly handled by phone, but as technology continues to evolve, I believe new solutions will emerge—such as smoother support through AI. While preserving the strengths of the Maintenance Center, we hope to actively incorporate new approaches and continue developing it into a place that can better resolve the challenges faced by our franchise stores.
Sawano
I feel the same way. What we have always valued—and will continue to value—is being a dependable presence for the stores. Standing close to them and helping resolve their challenges is both our mission and our starting point. That is precisely why we want to preserve the value of human involvement, even as times change.
Akiba & Takeshita
We, too, want to continue valuing the importance of staying close to the stores and supporting them every step of the way.
Washizawa
Just as store staff face customers every day, the Center’s operators stand alongside the stores through each phone call. As Takeshita and Akiba shared, there are words of appreciation exchanged in those conversations, and it is through that steady accumulation that stronger relationships are built.
We hope to continue walking forward together as partners who support our stores every step of the way.
Behind the scenes, we will continue supporting the stores.
Step by step, we will carry on our efforts to safeguard 24 hours a day, 365 days a year.
This text has been translated using an automatic translation tool.
