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Industry-optimized AI tools designed to solve your toughest challenges in weeks, not months.
Industry-optimized AI tools designed to solve your toughest challenges in weeks, not months.
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Discover how a quick-service restaurant brand transformed its help desk & guest services, reducing call volume by 30% and refund costs by 25%, all while maintaining a 95% CSAT rating.
This multi-unit restaurant brand with more than 130 locations was operating two separate in-house call centers:
Internal resources were stretched. Operational costs were rising. Call volume was higher than anticipated. Refund requests for common issues (like missing items) were increasing.
Additionally, bilingual support in English and Spanish was essential to maintain brand standards and to ensure both guest and operator satisfaction.
To stop the spiral, the executive team needed a partner that deeply understands both the restaurant industry and how automation technologies can be used to drive immediate results.
Here's what they wanted that partner to deliver:
After a competitive RFP process, the company selected our team.
From day one, our approach focused on alignment, automation, and continuous improvement.
1. Deep Business Alignment: We invested time in the restaurants, observing the operational flow, talking to operators about pain points, and diving into each guest persona to better understand guest expectations.
2. Smart IVR Automation: Call data analysis revealed automation opportunities. An optimized IVR system was implemented to handle high-frequency issues — especially refund-related requests. This resulted in fewer live-agent calls and faster resolution times.
3. Tailored Bi-Lingual Training: Agent training was refined iteratively to ensure strong brand understanding, high-quality English and Spanish support, lower turnover, and higher productivity.
This was not a one-time rollout. Everything is part of our continuous improvement model.
Despite automation and cost optimization, service levels improved. Guests and operators experienced faster resolutions and better bilingual support.
When support operations are treated as a strategic lever — not just an expense line — they become a growth enabler.
This case demonstrates how centralized oversight, intelligent automation, industry-aligned training, and true partnership can simultaneously reduce cost and improve both the operator and guest experience.
“Your service and follow-up is consistently outstanding and you always respond with urgency whenever the situation requires.”
Chief Information Officer
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