Few industries have felt the pressure of high customer experience expectations as strongly as Quick Service Restaurants (QSR). A growth of options in the quick service industry has forced some of the more established QSR restaurant chains to reinvent the experiences they provide to their customers. Their food, brand, and customer engagement strategy had to rapidly evolve to catch up with customers’ requirements.

We recently worked with a QSR that was committed to exceeding the expectations of their customers. As part of their focus, they recognized that their in-store teams could only go so far when addressing a customer complaint. To better manage incoming complaints, the company engaged Bluewolf’s Beyond team to build a platform for their customer care team to focus on addressing customer issues as quickly as possible, in the channel preferred by the customer.

In less than a month, Bluewolf’s Beyond team implemented a 500 restaurant pilot using Salesforce’s Service Cloud. Customers were able to contact the customer care center via phone, email, or SMS text and get a live human response instantly. Before working with Bluewolf, e-mail and phone were the only methods customers could use to contact the restaurant. Now, less than a year later, all 6,000 restaurant locations are using the Salesforce Service Cloud to manage, track, and respond to customer complaints or compliments.

This restaurant chose to work with our Bluewolf Beyond team, rather than our Services team, because they knew they wanted to continue improving and expanding their customer service capabilities over time. They needed a team that could continually iterate on and improve their customer experience alongside them and the Beyond team’s capabilities fit that requirement. So far we’ve added additional channels, mobile functionality, and a host of other enhancements to help make sure each customer’s experience is always best in class. We’re working on incorporating social media into their service strategy next. The increase in customer satisfaction scores received since beginning this initiative directly reflects the ongoing success of these innovations. 

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