Restaurant Case Study

A leader in the fast-casual dining industry operating more than 530 restaurant locations nationwide.

Scalable resources since Client outgrew their internal call center capabilities from both a real estate and technology standpoint.
Centralized restaurant operations providing inbound and outbound catering, pick-up, sales, and order support services.
Best-in-class contact center technology and best practices in centralized restaurant operations.
Certified Catering Specialists as well as email, chat, social, and SMS support to handle premium customer support 7 days per week, 15 hours per day.
Unprecedented holiday peak support, which accounted for thousands of calls per day and millions of dollars in additional corporate revenue.

Customized inbound and outbound service with an integrated data ed into Client’s existing CRM and restaurant POS, allowing Client to effectively transition to the new data management system.
Inktel’s web application also displayed call center metrics including abandonment rates, service levels (SLAs), call length, and call recordings for seamless monitoring and access.

Reduced abandonment rate by 46% in peak and holiday periods
Increased Average Order Value (AOV) by 14% and improved repeat customer presence
Reduced internal operating expenses by 24%