Case Study: Dine Brands Global achieves faster social response and improved guest experience with Emplifi Social Engage

Dine Brands serves up a better social care experience for guests

Dine Brands Global, the parent company of Applebee’s and IHOP, faced a challenge delivering the same high-quality guest care on social channels as it did via phone and email. Agents were handling Facebook messages in the native platform and manually copying information into the CRM, which led to slower response times, higher handle times, and poor tracking and measurement of social care.

Emplifi implemented Emplifi Social Engage (integrated with Emplifi Agent and the Emplifi Social Marketing Cloud) to route actionable social posts directly into the Guest Relations queue as cases. This integration reduced average social case handle time from five minutes to one, improved response times and data capture (location, visit details, check number), enabled daily social-case management, and delivered better guest experiences with measurable insights.

Dine Brands Global

Alex Bresette

Director of Guest Relations