Going Beyond Legacy for Exceeding Guest Expectations
A Quick Service Restaurant (QSR) company ranking among the world’s largest owning three globally iconic brands with 27,000 locations across 100 countries.
This holding company was relying on legacy operations by vendors from past mergers that lacked insight into guest behaviors, reporting, or the company’s franchise brand journeys. Absent a continuous guest improvement strategy and digital transformation capabilities, the company was struggling to develop actionable insights across their brands and to improve individual restaurant and franchise experiences.
They needed a partner capable of providing a digital-first guest experience transformation for achieving target service level agreements (SLA) and key performance indicators (KPI).
A Digital-First Solution to Guest Service
Sutherland manages guest care from a work from anywhere environment in and around their corporate headquarter given our ability to map their various types of journeys and transform guest experiences while cost effectively scaling and supporting brand and franchise growth.
The team began automating the company’s contact center operations by leveraging Sutherland Connect to integrate case management and outreach workflow. This equipped the company to proactively engage stakeholders with state-of-art digital assets for anticipating and responding to restaurant and franchise needs while also delivering transparency and data driven insights. A hyper-personalized, scalable, and insightful omni-channel service platform was also launched for delivering a seamless experience across voice, chat, email, and social media channels optimizing brand equity.
This was the first of an ongoing, three-stage solution toward an innovative, digital-first approach for optimizing, innovating, and transforming guest service engagement by utilizing conversational AI, guest analytics, and business data intelligence with the goal of continuously improving guest, franchise, and brand outcomes.
Since optimizing its contact center operations and implementing its digital service platform, the company has boosted its customer (guest) satisfaction score (CSAT) by 99%, increased its first contact resolution rates, and lowered its average handle time (AHT).