Case Study: Maple Hospitality Group achieves centralized, scalable restaurant customer service with 8x8

Maple Hospitality Group centralizes restaurant customer service on 8x8

Maple Hospitality Group, a national hospitality company behind restaurants including Maple & Ash, Monarch Dallas, and Kessaku Dallas, needed a better way to handle high call volumes and inconsistent guest service across locations. Before working with 8x8, its customer communications were siloed, making it difficult for host teams to manage reservations, event requests, and guest questions during busy service hours.

Maple Hospitality Group implemented 8x8 Contact Center, using call queues and ring groups to centralize and route calls by restaurant, with call recordings for quality control and coaching. With 8x8, the team improved call handling and gained more transparency and control, helping them resolve issues faster, reduce missed opportunities to speak with guests, and avoid unnecessary costs from refunds or lost business.

Maple Hospitality Group

Polly Ho

Director of Reservations