Case Study: The Cheesecake Factory achieves 20% faster contact handling and halved resolution time with Emplifi Agent

The Cheesecake Factory slices handling time by 20% with Emplifi Agent

The Cheesecake Factory, a $2 billion casual dining leader with 200+ restaurants, needed a centralized contact management system for its Corporate Support Guest Services Team to consistently deliver personalized, high-volume guest experiences. To meet that challenge they implemented Emplifi’s case management solution, Emplifi Agent (part of the Emplifi Service Cloud), to give agents in-context guidance and a single source for menu, location, and guest information.

Emplifi deployed Emplifi Agent as an omnichannel, configurable platform that centralizes customer history, streamlines workflows, and enables faster, empathetic resolutions. As a result, The Cheesecake Factory cut contact handle time by 20%, halved average days to close issues, sped up agent training, and improved tracking and reporting across channels — delivering more personalized and timely guest service.

The Cheesecake Factory

Linda Candioty

Vice President of Guest Experience