Case Study: What If Syndicate cuts call volume and improves guest experience with Textline

What If Syndicate cuts call volume and improves the guest experience with Textline

What If Syndicate, a Chicago-based restaurant group with seven concepts across four U.S. cities, needed a better way to manage guest communication as call volume climbed to about 336,000 calls per year. The team wanted a faster, easier texting option for reservations, questions, and late-arrival updates, and looked to Textline’s SMS messaging platform to help replace a cumbersome manual texting process.

With Textline, What If Syndicate text-enabled its existing landline numbers, set up a separate VIP texting line, and used the Unified Inbox, automated after-hours replies, scheduled messages, and insights/dispositions to streamline communication across 16 reservationists. The result was lower call volume, faster response times, and a better guest experience, with Polly Ho noting that guests increasingly chose to text and often received quicker answers.

What If Syndicate

Polly Ho

Director of Reservation Systems and Strategy