Skip to main content
Accelerated customer support response via automation for a major restaurant operations solutions provider_Web_Banner

Success Story

Services:
  • Technology Solutions

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

Retail
Posted On: 25 April, 2025

About the Client:

  • 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

Business Needs:

  • Resolve restaurant's order integration challenges with dedicated support
  • Provide Salesforce support
  • Reduce manual intervention and accelerate resolution through process automation

Solutions:

  • 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

Business Impact:

  • 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

Technology Stack:

Accelerated customer support response via automation for a major restaurant operations solutions provider_Tech_Stack
Related Success Stories
Success Stories
Modernized Customer Engagement Through Digital Loyalty Points Management for a Leading Home Interiors Mall
Posted On:
Modernized Customer Engagement Through Digital Loyalty…
Cybage modernized customer engagement for a leading home interiors mall by implementing a digital loyalty points…
Read Full Story
Success Stories
Built-a-Future-Ready-Microservices-Driven-e-Commerce-Platform-with-DevOps-Solutions-for-a-Flower-and-Gift-Retailer_thumbnail.webp
Posted On:
Built a Future-Ready Microservices-Driven e-Commerce…
Cybage built a scalable microservices e-commerce platform with DevOps to accelerate releases and elevate customer…
Read Full Story
Sectors We Serve
Let's Get Moving!

Your purpose, our passion. Connect with us and let's make things happen.

Lets-Get-Moving

I have read and agree to the Privacy Policy.