Success Story

Services:

Accelerated Customer Support Response via Automation for a Major Restaurant Operations Solutions Provider

Retail

Posted On: 25 April, 2025

Founded in 2015, the client is a technology company dedicated to simplifying and enhancing restaurant operations through innovative solutions
Seamlessly connects third-party online ordering platforms with restaurant point-of-sale systems, automating order transfers to reduce manual entry and errors
Helps all types and sizes of restaurants operate their off-premise business, streamline operations, and enhance profitability through technology

Provided tier 1 and tier 2 support 24x7, resolving order integration issues and offering technical assistance for client applications
Enabled automated alerts in Salesforce to instantly alert managers, ensuring quick resolution
Supported legacy clients and restaurants 9x5 with daily manual menu updates, changes, and publishing requests
Processed customer requests to update items in various POS systems and publishing to applications, including Uber, DoorDash, and Grubhub
Integrated Avochato Chatbot to streamline Salesforce interactions
Improved performance through data sharing and weekly report analysis
Streamlined queue management to allocate tasks and clear queues by EoD
Minimized manual tax entries by introducing a unified tax rate field for menu items
Automated processes to:
Map Salesforce data on a managed package of Maxio and Catalyst
Transfer emails on Stripe
Implement omnichannel to route cases
Created roll-ups on logo object

Achieved a faster issue resolution time
Reinforced customer satisfaction significantly
Optimized workflows, by automating work for data entry, refunds, and agent task allocation
Minimized human intervention to ensure error-free updates in tax rate addition