Case Study: Skylark Co. achieves up to 15% faster order handling and 50% shorter agent training with Genesys

Skylark restaurants serve up smooth and speedy order service to hungry customers

Skylark Group is one of Japan’s largest restaurant companies, operating brands like Gusto, Bamiyan and Jonathan’s and running home delivery from more than 880 restaurants. To handle 5.7 million annual orders through two centralized call centers (270 seats) the company faced peak‑time bottlenecks, menu complexity that strained kitchen and staff, and the need to keep wait times, order accuracy, and service quality high.

Skylark standardized its dine‑in and delivery menus and implemented the Genesys Customer Experience Platform with skills‑based routing to match callers to the right agents. The change cut call times by about 10–15% and reduced new‑agent training time by 50%, increasing order throughput and sales, improving customer satisfaction, and enabling faster marketing tests and new service models like expanded takeout and targeted offerings.

Skylark Co.

Masashi Iwasa

Room Service Telephone Center Team Room Service Operation Group, Field Operation Division