Case Study: Reputation Management achieves 67% more positive reviews and saves 1,024 hours with Brandify

Reputation Management - Customer Case Study

Reputation Management, working on behalf of a large restaurant chain, faced the challenge of managing hundreds of reviews per day across multiple sites — needing daily monitoring and responses, turning negative guest experiences into positives, and extracting customer-driven insights to improve operations. They engaged Brandify’s review management platform (Brandify dashboard, review response and analysis tools) to centralize review monitoring and streamline responses.

Using Brandify, the team consolidated review activity, automated and sped responses, and analyzed feedback to drive operational changes. From July 2016 to July 2017 Brandify-enabled efforts replied to ~39,000 reviews (16,000 positive, 23,000 negative), saved 61,444 minutes (1,024 hours, ~6 months of an FTE), drove a 67% year-over-year increase in positive reviews, and identified operational improvements across nearly 200 locations (e.g., routing food-quality issues to QA).