Case Study: Żabka automates franchisee support with KODA’s Franek chatbot

Scaling support developing a chatbot for Żabka’s 8,000-strong franchise network

Żabka, a fast-growing chain of convenience stores with a franchise network of over 8,000, needed to scale its Franchisee Support Centre to handle a high volume of diverse requests. The challenge was to automate a significant portion of these inquiries through a chatbot, which required handling complex scenarios and integrating with key systems like Cyberstore, SAP, and Salesforce, all while maintaining high-quality responses.

KODA developed and implemented the "Franek" chatbot, a virtual assistant integrated into the Cyberstore management application. The solution automated processes, successfully handling 500,000 messages and saving 140 consultant hours per month within nine months. KODA's platform also achieved a 70% returning user rate and met the client's goal of automating a large portion of requests, significantly optimizing franchisee support.

Żabka

Konrad Gieżek

Team Manager for Support Process Optimization