Case Study: The Cheesecake Factory achieves a 20% reduction in contact handle time with Astute’s ePowerCenter

The Cheesecake Factory - Customer Case Study

The Cheesecake Factory, a $2B casual‑dining leader with 200+ locations, needed a creative contact management system to centralize its Corporate Support Guest Services, capture guest insights, and better support front‑line staff in delivering consistent, high‑quality experiences. To address this, the company partnered with Astute and implemented Astute’s ePowerCenter CRM.

Astute’s ePowerCenter provided an integrated, configurable omni‑channel platform with an ESP guidance panel, centralized guest and location data, and robust routing for two‑way communication between guest services and restaurants. The solution shortened contact handle time by 20%, cut average days to close issues in half, sped up training, and improved personalized responses and audit trails for actionable leadership insights.

The Cheesecake Factory

Juan Cortez

Guest Services Manager