Case Study: Dine Brands achieves faster social responses and 80% shorter handle times with Astute

Dine Brands serves up a better social care experience for guests

Dine Brands, the parent company of Applebee’s and IHOP, struggled to deliver the same high-quality guest care on social channels as it did via phone and email. Agents were managing Facebook messages in the native platform and manually copying information into the CRM, which caused slow response times, high handle times, and little measurement of social care—despite already using Astute Agent for other channels.

Astute added Astute Social to integrate social posts into the Guest Relations queue and workflow so social cases are automatically routed and handled like any other channel. The Astute solution cut average social case handle time from five minutes to one, enabled daily social-case management, improved tracking and data capture (location, visit details, check number), and reduced agent workload, with Dine Brands planning further channel expansion supported by Astute.

Dine Brands

Alex Bresette

Director of Guest Relations