Case Study: Al-Romansiah achieves 5x faster order times and 66% more calls handled with Genesys PureCloud

Al Romansiah Serving Up Fine Food With an Unbeatable Customer Experience

Al-Romansiah, Saudi Arabia’s first and most famous restaurant chain with 25 branches, relied heavily on delivery but suffered from an unstable contact-center infrastructure that crashed under high call volumes (about 3,000 calls/day), causing lost revenue, long outages and risk to its reputation.

In two weeks the company migrated to Genesys PureCloud with local partner Hadef, adding multichannel services and CRM integration so agents see customer history and preferences. The move eliminated dropped calls and speeded service—average order time fell from 10 to 2 minutes—daily calls rose to 5,000, abandonment dropped from 33% to 2%, licensing costs fell 51%, the business now handles 2,000 more calls with fewer agents, and customer satisfaction climbed to over 80%.

Al-Romansiah

Abduljalil Dabwan

Head of IT