Case Study: American Fast Food Company builds customer loyalty with HGS Digital

Building Customer Loyalty Through Engaging Social Media Content

American Fast Food Company, a global restaurant chain serving millions of customers daily, partnered with HGS Digital to improve its brand reputation and change the social conversation around food quality. The company needed an end-to-end way to identify common misconceptions across millions of social messages and respond with factual, empathetic messaging.

HGS Digital implemented a social care solution using Sprinklr, AI-driven filtering and prioritization, automated routing and tagging, and text analytics, supported by a 20-person team providing 18-hour coverage, 7 days a week. The program monitored 14,000+ local restaurant Facebook pages, amplified positive sentiment, protected the brand, and delivered benefits including cost reduction, customer retention, revenue from loyalty, and stronger brand protection.