Client Result
Revolutionizing customer care for a multinational quick-service restaurant
Building a unified customer strategy
Platforms
Services
Modernizing the contact center experience saves $40M
Our client’s 25-year-old contact center relied on thousands of outdated case reasons and manual workflows, hampering their ability to scale and respond effectively to customer needs. As a multinational quick-service restaurant, they needed to modernize their platforms and approach to keep their customers at the core of their business. Together, we kicked-off a four-year omnichannel strategy to transform customer care.
Digital recovery platform protects millions in revenue
As new digital channels expanded online ordering capabilities, incident volumes and service costs rose sharply. Outdated systems further strained our client’s ability to effectively recover impacted customers. West Monroe stepped in to modernize Customer Care with Salesforce Service Cloud Voice, bringing deep expertise in customer experience, omnichannel contact center operations, and human-centered design to accelerate value and an improved customer experience.
