Case Study: Leading Global Restaurant Chain improves reservations and customer experience with MattsenKumar

Enhancement of Customer Experience For A Leading Global Restaurant Chain

MattsenKumar worked with a leading global restaurant chain, a luxury fine dining brand with locations in New Delhi, London, and New York, to improve its reservations process. The customer was facing high abandoned calls, fewer reservation calls at one site, and operational issues in managing guest footfall, all of which were affecting bookings, customer loyalty, and revenue.

MattsenKumar implemented a callback-driven, omni-channel contact center approach that included scheduled callback reports, cross-trained agents, voicemail capture, performance monitoring, and a customized CRM to coordinate across sites. The solution reduced abandoned calls to 9–10%, cut average handle time to under two minutes, increased business by about 25%, improved CSAT, and helped lower cancellations/no-shows while raising reservation rates.