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Client Result

Revolutionizing customer care for a multinational quick-service restaurant

Building a unified customer strategy

woman ordering at a counter

Platforms

Services

Modernizing Customer Care for Growth

A multinational quick-service restaurant faced growing customer care challenges, from outdated contact center processes to rising incident volumes driven by new digital channels. With our commitment to value acceleration, the CFO approved a four-year transformation to modernize their operations and create a lasting customer care strategy. By improving their contact center and implementing a new digital recovery platform with Salesforce Service Cloud Voice, we streamlined operations, empowered employees, reduced service costs by 56%, all while protecting what’s most important—their customers. Every milestone reinforced the value of co-creation in delivering rapid, impactful results.

  • Increase Revenue_.svg
    $40M

    in combined fixed-period cost savings and revenue generation

  • Increase Customer Satisfaction_.svg
    ~80%

    increase in organizational efficiencies through improved customer email deflection, increasing customer satisfaction

  • Cost Reduction.svg
    56%

    reduced cost of service through new digital capabilities

Modernizing the contact center experience saves $40M

Our client’s 25-year-old contact center relied on thousands of outdated case reasons and manual workflows, hampering their ability to scale and respond effectively to customer needs. As a multinational quick-service restaurant, they needed to modernize their platforms and approach to keep their customers at the core of their business. Together, we kicked-off a four-year omnichannel strategy to transform customer care.

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Digital recovery platform protects millions in revenue

As new digital channels expanded online ordering capabilities, incident volumes and service costs rose sharply. Outdated systems further strained our client’s ability to effectively recover impacted customers. West Monroe stepped in to modernize Customer Care with Salesforce Service Cloud Voice, bringing deep expertise in customer experience, omnichannel contact center operations, and human-centered design to accelerate value and an improved customer experience.

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