Case Study: KFC digitizes customer care vouchers with Coupontools

KFC - Customer Case Study

KFC UK and Ireland faced the challenge of modernizing its time-consuming, manual customer complaint process. The fast-food chain, with over 950 locations, partnered with vendor Coupontools to digitize and automate its customer care voucher system, aiming to transform negative experiences into positive ones while gaining valuable data insights.

Coupontools implemented a solution by integrating its platform with KFC's Zendesk CRM and Aloha POS system. This created an automated flow where complaints triggered unique, single-use vouchers to be sent via email or SMS, which were then securely validated at the point of sale. The solution provided KFC with a simplified, trackable, and secure process, resulting in more customer data, detailed redemption reports per location, and ultimately, more satisfied customers.

KFC