CASE STUDY > Customized project Food sector

INGO's tailor-made project for a well-known restaurant chain

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CLIENT

Family catering

MARKET

Food & Beverage

SERVICES

Inbound Solutions

Creating a customer experience of excellence through communication and experience

The INGO client is a major casual dining restaurant chain, marked by the family restaurant concept, and was looking for a contact center that could take over the email and social management of customers. INGO implemented a tailor-made project that led to an increase in the relationship between end customers and the company, while also making existing interaction channels more efficient.

project-food-ingo

As a result of the analysis done and continuous improvements implemented, the customer journey is now more consistent, with even standardized procedures that allow agents to best handle requests, in a short time frame (SLA below 180 seconds).

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The voice service introduced, has made it possible to cover a gap in interaction with customers at the times and days with the highest demand for information. To date, 93% of calls are taken by agents within the 30-second waiting time. The mail channel is manned daily, and 100% of requests are handled within 24 hours.

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INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.

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