Project Steps:
1. Operations & Service Audit
– Evaluated in-branch operations and service flow.
- Collected and analyzed customer feedback from various platforms like google, talabat and social media platforms
2. Staff Training & Service Optimization
– Created a tailored training plan to improve customer service speed and hospitality.
- Set service protocols to reduce delays.
3. CRM Improvement
– Audited current CRM practices.
- Introduced systems to improve customer follow-up and engagement.
4. Customer Data Analysis & Segmentation
– Analyzed old customer data to identify inactive users.
- Contacted previous customers to understand issues and gather insights.
- Segmented the customer base by order frequency and recency.
- Launched targeted re-engagement efforts, leading to improved retention and repeat orders.
Challenges:
Service Inconsistencies: Variations in service quality across different branches led to mixed customer reviews and experiences.
Operational Problems: Inefficiencies in order processing and staff coordination resulted in prolonged wait times and customer dissatisfaction.
Limited Customer Engagement: The absence of a structured CRM system hindered the restaurant’s ability to engage effectively with its customer base.
Lack of Customer Insight: The absence of structured data analysis previously limited understanding of customer behavior and reasons for disengagement.
Results
Enhanced Customer Satisfaction: Post-implementation feedback indicated a notable improvement in service quality and overall customer experience with positive reviews highlighting the enhanced food presentation and attentive service.
Operational Efficiency: Streamlined processes and staff training led to a reduction in service delays and improved order accuracy.
Improved Customer Engagement: The new CRM system enabled targeted marketing campaigns and personalized customer interactions, resulting in increased customer loyalty and repeat business.