Case Study: Vapiano achieves more efficient multi-channel review management with re:spondelligent

Vapiano Austria streamlines review management across 13 locations with re:spondelligent since January 2021

Vapiano Austria, a chain of Italian fast-casual restaurants, faced the challenge of efficiently managing a high volume of customer feedback arriving from multiple sources, including major review platforms, its own webshop, and direct guest communication via phone and email. They needed a holistic solution to monitor, analyze, and respond to this feedback, a need that grew with the increased importance of delivery and takeaway services during the COVID-19 pandemic. This led them to partner with re:spondelligent and implement its online review management software.

The solution from re:spondelligent was tailored to integrate all of Vapiano's feedback channels into a single application. This allowed the team to collect and respond to webshop reviews directly in the app and log feedback from emails and phone calls. As a result, Vapiano's team now manages reviews more efficiently, freeing up significant time and gaining a more insightful, holistic understanding of guest sentiment. The marketing and operational teams reported the implementation was a big win, highlighting the flexibility and professionalism of the re:spondelligent team.

Vapiano