Case Study: Quick Service Restaurant boosts customer satisfaction with Harte Hanks

Restaurant chain modernizes customer support, improves satisfaction

A quick service restaurant faced challenges with its legacy customer support, including inconsistent service across channels, manual processes, and a lack of accountability for franchise locations. They partnered with Harte Hanks to develop a top-notch support team and implement a single technology platform, Oracle CX, to handle all customer and HR inquiries.

Harte Hanks provided a dedicated, brand-trained agent team and a unified Oracle CX workspace to manage phone, email, and chat interactions. The solution included a single knowledge base for consistent responses and a custom portal for franchisees. This resulted in a 31% increase in customer satisfaction (CSAT), a 15% growth in the agent team, and adoption by over 3,300 franchise locations.