Case Study: McDonald’s KSA achieves industry-leading community engagement and faster response times with Emplifi

How @McDonaldsKSA and their agency led the industry in community management for 5 consecutive quarters on Twitter

McDonald’s KSA, together with agency Ethos Interactive, faced the challenge of scaling proactive, timely community management on Twitter to deepen customer relationships and improve satisfaction. To close cross-team communication gaps and deliver faster, more personalized responses, McDonald’s deployed Emplifi’s Social Marketing Cloud.

Using Emplifi, the team implemented real‑time workflows, instant notifications and comprehensive dashboards that streamlined collaboration between McDonald’s KSA and Ethos Interactive. The results included a 61% better response rate and replies 5 hours 30 minutes faster than the retail food benchmark, +42% more customer questions answered in under 10 minutes and +75% addressed within 1 hour 40 minutes—driving higher customer satisfaction, improved team coordination and clearer business goals.

McDonald’s

Osmat Awar

Director of Corporate Communication and Social Responsibility