Guest Relations Transformation
A real-world transformation story from a leading organization
Client: A leading organization
Industry: the industry
Focus: A real-world transformation story from a leading organization
Executive Summary
When a national casual dining restaurant chain with 660+ locations faced a guest relations crisis—20,000+ backlog tickets and response times exceeding 90 days—they needed more than a quick fix. They needed a complete operational transformation.
Critical Challenges:
- 20,000+ ticket backlog creating guest service delays
- 90+ day response times damaging brand reputation
- Fragmented communication across multiple platforms
- No centralized visibility into guest feedback trends
Our Approach:
- Overhauled Salesforce ticketing workflows, structure, and SOPs
- Consolidated inbound/outbound communication channels through critical analysis of customer data
- Rightsized workforce allocation to prioritize problematic areas
- De-prioritized less relevant channels based on data-driven analysis
- Built custom integrations for seamless data flow
- Established SLA-driven response protocols
Measurable Impact:
- 100% backlog elimination within 90 days
- 24-hour average response time (from 90+ days)
- 92% faster response times (90+ days to 24 hours)
- 40% increase in positive guest sentiment
- 22% CSAT score improvement
- $2.3M annual savings (60%+ cost per ticket reduction)
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 wasn't a one-time project—it established an ongoing partnership focused on continuous improvement. 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.
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