{"id":5978,"date":"2024-10-11T10:45:00","date_gmt":"2024-10-11T08:45:00","guid":{"rendered":"https:\/\/ingo.it\/?p=5978"},"modified":"2024-10-07T12:59:34","modified_gmt":"2024-10-07T10:59:34","slug":"food-retail-case-study-how-ingo-created-a-customized-project","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/case-study\/food-retail-case-study-how-ingo-created-a-customized-project\/","title":{"rendered":"Food world case study: how INGO created a customized project"},"content":{"rendered":"\n<p>In this Case study in the food world, we will look at how INGO managed to create an ad hoc solution for a well-known fast food restaurant chain, applying different approaches and products in the customer care world to better handle customer requests.<\/p>\n\n<h2 class=\"wp-block-heading\">Who is the client company<\/h2>\n\n<p>The INGO client is a<strong> major casual dining restaurant chain<\/strong>, marked by the family restaurant concept.\nActive for more than 20 years in Italy, over time it has always offered evolving menus ranging from meat specialties to burgers, sandwiches and specialties from around the world. <\/p>\n\n<h3 class=\"wp-block-heading\">What were the client&#8217;s needs?<\/h3>\n\n<ul class=\"wp-block-list\">\n<li><strong>Why did the company contact INGO?<\/strong><br\/><br\/>The client was looking for a contact center that could <strong>help them manage their<\/strong> growing and initially internally managed <strong>email and social requests<\/strong>.\nIn 2021, therefore, it began working with INGO to create a project tailored to its needs. <\/li>\n<\/ul>\n\n<ul class=\"wp-block-list\">\n<li><strong>What were your needs?<\/strong><br\/><br\/>It was necessary to <strong>outsource customer interactions<\/strong>, to streamline processes and speed up responses, especially on the Facebook side.<br\/><br\/><\/li>\n\n\n\n<li><strong>What services did it need and what were its goals?<\/strong><em>  <\/em><br\/><br\/> The company wanted to <strong>improve response times<\/strong> on social channels (at that time only Facebook) and also have a <strong>more complete view of the various interactions<\/strong> made with customers.<\/li>\n<\/ul>\n\n<p><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"455\" class=\"wp-image-5968\" style=\"width: 800px;\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-01.png\" alt=\"\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-01.png 766w, https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-01-300x171.png 300w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n\n<h2 class=\"wp-block-heading\">What has INGO accomplished for the client?<\/h2>\n\n<p>Leveraging its experience in customer care and customer experience, INGO decided to create a customized project that would take into account the real needs of the company.<br\/><br\/>At the <strong>end of 2021<\/strong>, planning began for the service, which saw, in early 2022, the introduction of a <strong><a href=\"https:\/\/ingo.it\/en\/services\/automation\/mail-assistant\/\">mail channel<\/a><\/strong> and a <strong>new telephone platform for customer service<\/strong>, which had not previously existed.<br\/><br\/>Later, <strong>in March 2022<\/strong>, the project was expanded to include a <strong>social media channel<\/strong>, for Facebook management.\nIn April, a <strong>callback feature<\/strong> was implemented to improve customer interaction.<br\/>Meanwhile, between February and June, a thorough on-the-job mapping of processes and procedures was carried out along with the streamlining of internal queries (useful for operators to handle requests) to <strong>create a smooth and efficient customer journey<\/strong>. <\/p>\n\n<p>In July of the same year, <strong>the integration of Zoho software<\/strong>, for ticket management, was successfully completed.\nIn November, a shared analysis session was conducted to review key performance indicators and quality objectives. <\/p>\n\n<p><strong>In 2023<\/strong>, January and February saw a <strong>detailed review of processes<\/strong> to optimize key performance indicators and economic efforts, carried out collaboratively.<\/p>\n\n<p>In <strong>2024<\/strong>, in January, the social media management strategy was further enhanced with <strong>the inclusion of Instagram<\/strong>, marking a significant expansion of the organization&#8217;s social media presence.<\/p>\n\n<p><\/p>\n\n<p><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"363\" class=\"wp-image-5970\" style=\"width: 1000px;\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-02.png\" alt=\"\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-02.png 842w, https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-02-300x109.png 300w, https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-02-768x279.png 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/p>\n\n<h3 class=\"wp-block-heading\">The results achieved<\/h3>\n\n<p>The project implemented has led to <strong>an increase in the company&#8217;s customer relations<\/strong>, as well as an increase in <strong>the efficiency of existing channels<\/strong>.<\/p>\n\n<ul class=\"wp-block-list\">\n<li>The voice service introduced, during the hours of 11 a.m. to 10 p.m., seven days a week, has made it possible to <strong>fill a gap<\/strong> in customer <strong>interaction<\/strong> during the times and days with the greatest demand for information.<br\/>To date, 93 percent of calls are taken by agents within the 30-second wait time.<br\/><\/li>\n\n\n\n<li>The mail channel is manned daily, and <strong>100% of requests are handled within 24h.<\/strong><br\/><\/li>\n\n\n\n<li>Social channels achieved <strong>higher-performing SLAs<\/strong> by staying under 30 minutes of interaction management, thus improving page ratings.<br\/><\/li>\n\n\n\n<li>The <strong>ticketing system<\/strong> created through the Zoo Desk integration was configured to adapt to customer needs, having <strong>a more comprehensive view of user requests<\/strong>.<br\/><\/li>\n\n\n\n<li>The customer journey was analyzed to be able to achieve <strong><a href=\"https:\/\/ingo.it\/en\/blog\/news\/bpo-for-customer-care-and-contact-center-the-external-support-for-companies-what-it-is-and-how-it-works\/\">consistent multichannel management<\/a><\/strong>, while also creating standardized procedures that allow agents to best handle requests, in a short time frame (SLA under 180 seconds).<br\/><\/li>\n<\/ul>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"926\" height=\"306\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-03.png\" alt=\"\" class=\"wp-image-5972\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-03.png 926w, https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-03-300x99.png 300w, https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Roadhouse-03-768x254.png 768w\" sizes=\"auto, (max-width: 926px) 100vw, 926px\" \/><\/figure>\n\n<h2 class=\"wp-block-heading\">Conclusioni<\/h2>\n\n<p>The path outlined in this case study food represents a tangible example of how <strong>collaboration and communication with customers<\/strong>, gradual implementation of new technologies, process efficiencies and continuous data analysis can lead to significant results.<br\/><strong>However,<\/strong> the <strong>project remains in continuous evolution<\/strong> to address customer needs and to ensure an <strong>excellent customer experience<\/strong>.<\/p>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Find out how INGO, thanks to its experience in the world of customer experience and effective communication with its customers, managed to create a tailor-made project in the world of catering.<\/p>\n","protected":false},"author":4,"featured_media":6181,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[14],"tags":[52,81,36,82],"class_list":["post-5978","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study","tag-bpo-en","tag-case-study-en","tag-customer-care-en","tag-facebook-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Food world case study: how INGO created a customized project - Customer experience e omnichannel solutions | Ingo<\/title>\n<meta name=\"description\" content=\"Find out how INGO was able to create a tailor-made customer experience management project for a well-known fast food chain.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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