Featured Offer: AI Accelerators
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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A leading quick-service restaurant brand with more than 230 locations transformed its IT help desk and customer support operations — reducing call volume by 30% while significantly lowering total processing costs.
This multi-location restaurant with more than 230 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 customer satisfaction.
The executive team needed a partner that deeply understands the restaurant industry to stop the spiral.
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: The partner invested time understanding restaurant workflows, operational pain points, and customer 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. Customers 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 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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