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  • 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
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