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QSR_case_study_drive_thru

Case Study: Global QSR brand mitigates labor challenges using remote workforce

Company profile

Global hamburger QSR headquartered in the US with more than 30,000 combined franchise and corporate locations in over 100 countries.
QSR_case_study

The Challenge

An international hamburger QSR was faced with increasing labor shortages and an inconsistent customer experience in the drive-thru. Turnover in the position was high and replacement costs were rising.

The QSR’s team was looking to reduce the multi-tasking in the drive through and increase the throughput by sourcing the order taking function remotely. In 2005, this was a very much a novel concept for the industry.

The company needed a partner who could design and implement a staffing strategy that utilized a remote workforce of customer service agents, sourced from from less competitive areas to help manage labor costs.

The Goal: 

The end goal was to enable a remote workforce of 500+ customer service agents to quickly serve customers during breakfast and lunch peaks with a high level of customer service and accuracy.

  • The company needed a technology solution that would enable remote agents to speak with a customer at any given store and see the actual menu for the applicable store understanding promotions and in the moment product outages
  • Key milestones included incorporating menu and promotional variances by region as well as regional cultural differences
  • Voice communication needed to be clear and the data needed to be immediate to provide a seamless experience to the customer

Our Solution

Solugenix worked to build an interface to the POS system and design associated hardware for the drive thru lane. Orders initiated in the drive through were directed to remote customer service agents.

When the order arrived at the agent desktop, the POS appeared on the agent dashboard for that store, equipped with product outage and promotional information. Further, depending on the region, agents were directed to prioritize fast or friendly. The agent processed the order in the same way an in-store employee would.

Solugenix deployed the remote order process to hundreds of restaurants nationwide and operated the remote ordering process for six years, using over 500 part-time agents working at home in rural areas to reduce labor costs to the restaurant. The QSR eventually bought the technology and operation, and continues to evolve it to this day.  

The Results

The QSR was able to address their labor shortages and increase throughput in the stores. Agents were trained to accommodate regional differences for speed and friendliness preferences.

Quality was more consistent across stores as a singular marketing approach and customer service practice was put in place.  Additionally, stores experienced less theft as all transactions were registered in the POS by the remote agents.
The remote work staffing model provided an efficient staffing approach using remote agents that worked shifts to accommodate restaurant peaks with excess staffing in unneeded timeframes.

  • Increased throughput in drive-thru orders due to the lack of metering of orders and reallocation of labor
  • A more consistent customer experience as every order adhered to ordering standards and upselling guidelines
  • Improved employee satisfaction due to reduction in multi-tasking and increase in CSAT scores/bonuses
hambuger_QSR

“In 20 years, I have never worked with a partner as responsive and thorough as Solugenix.”

Vice President, Restaurant Technology

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