Case Study: Pollo Tropical reduces support costs and call volume with Solugenix

Pollo Tropical reduces support costs by 40% with Solugenix

Pollo Tropical, a multi-unit restaurant brand with over 130 locations, faced rising operational costs and high call volume across its two separate in-house call centers for store support and guest services. Their challenge was to reduce these costs and call volumes while improving service quality and limiting revenue leakage, all while providing essential bilingual support in English and Spanish. They partnered with Solugenix to outsource and transform these operations.

Solugenix implemented a unified support model built on deep business alignment, smart IVR automation to handle high-frequency issues, and tailored bilingual agent training. This solution delivered significant results for Pollo Tropical, including a 30% reduction in call volume, a 25% savings on authorized refunds, and a 40% overall support cost reduction, all while maintaining a 95%+ customer satisfaction rating.

Pollo Tropical