Case Study: Potbelly consolidates guest feedback and streamlines recovery with Momos

Potbelly consolidates guest feedback across 472 locations with Momos

Potbelly, a nationwide sandwich chain with 472 locations, faced the challenge of managing a high volume of guest feedback that was spread across multiple channels and separate tools. This made it difficult for their Guest Care team to track and resolve cases efficiently. To consolidate these signals and streamline operations, Potbelly partnered with vendor Momos and implemented its Cases, Review Management, and Unified Inbox products.

By implementing Momos, Potbelly consolidated all reviews, cases, and guest messages into a single view. The solution included a more approachable Contact Us form, which led to a significant increase in feedback submissions. The Momos Unified Inbox made this higher caseload significantly easier to manage and provided a single place for the team to perform manual loyalty recovery with full guest context.

Potbelly