Guest Relations Transformation

Executive Summary

A national casual dining restaurant chain with more than 660 locations faced a guest relations crisis: more than 20,000 backlog tickets and response times that exceeded 90 days. A quick fix would not have been enough. The chain needed a complete operational transformation.

Critical Challenges

• A backlog of more than 20,000 tickets, which created guest service delays
• Response times of more than 90 days, which damaged the brand's reputation
• Fragmented communication across multiple platforms
• No centralized visibility into guest feedback trends

Our Approach

• Overhauled Salesforce ticketing workflows, structure, and procedures
• Consolidated inbound and outbound communication channels through critical analysis of customer data
• Rightsized workforce allocation to prioritize problem areas
• De-prioritized less relevant channels based on data-driven analysis
• Built custom integrations for seamless data flow
• Established response protocols driven by service-level agreements

Measurable Impact

backlog eliminated within 90 days

100%

average response time, down from 90+ days

24 hours

faster response times (90+ days to 24 hours)

92%

increase in positive guest sentiment

40%

customer satisfaction score improvement

22%

annual savings, a 60%+ cost per ticket reduction

$2.3M

Beyond the Numbers

The transformation enabled real-time sentiment analysis across all locations, allowing district managers to identify and address emerging issues before they escalate. The centralized system now serves as the foundation for predictive analytics and proactive guest experience management.

Ongoing Partnership

This transformation established an ongoing partnership focused on continuous improvement rather than a one-time project. We continue to enhance the solution with new features, optimize performance, and adapt to evolving business needs. Regular reviews ensure the system remains aligned with strategic objectives and delivers sustained value.