Case Study: Silver Diner achieves faster, more responsive customer service with Issuetrak

Silver Diner Serves Up Old-Fashioned Customer Service with High-Tech Solution

Silver Diner, a family‑owned chain with 17 locations across Washington, D.C., Maryland and Virginia serving 4 million guests a year, needed a better way to manage the 20–30 customer comments it received daily. Executives couldn’t reliably track follow‑up or trends, so they asked IT to find a solution that would ensure timely responses and provide actionable reporting.

IT repurposed Issuetrak—already used for the company help desk—so a third‑party call center logs comments, the software auto‑assigns alerts to each restaurant’s general manager, and managers record call attempts and outcomes until issues are resolved. The system created accountability, sped decision‑making (for example, around menu changes), improved customer follow‑up and satisfaction, and gave executives easy reporting and documentation for staffing, training and fundraising requests.

Silver Diner

Jimmy Aguilar

Senior Network Administrator, Information Technology