Case Study: Newk's Eatery connects guest feedback and training across franchise stores with Opus

Newk's Eatery cuts onboarding from 24 hours to 30 minutes with Opus

Newk's Eatery, a growing fast-casual restaurant chain, faced significant administrative bottlenecks in its training programs. Its four-person L&D team was overwhelmed by manual processes, including a paper-based manager certification system and an LMS that required courses to be rebuilt from scratch for any update. This made it difficult to maintain accountability and scale training across their majority-franchised network of 95+ stores.

The vendor Opus provided its training operations platform to digitize and centralize Newk's programs. This solution included a mobile-first manager certification path, tools to quickly update courses, and an integration that turned guest feedback into targeted training. As a result, Newk's achieved an 88% engagement rate sustained over two years, a 10% reduction in guest satisfaction issues, and saved over $1.3 million in recruiting and certification costs by promoting from within. Opus enabled franchisees to become real partners in developing talent and upholding brand standards.

Newk's Eatery