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The Cheesecake Factory slices handling time by 20% with Emplifi Agent

A case management solution empowers Guest Service agents to deliver personalized guest experiences.

Restaurant renowned for most creative menu needed an innovative technology solution

The Cheesecake Factory created the upscale casual dining segment in 1978 with the introduction of its namesake concept. Today, the brand is a $2 billion global company and a long-standing leader in casual dining with 200+ full-service, casual dining restaurants throughout the U.S., Puerto Rico, and Canada. Internationally, nearly 20 restaurants operate under licensing agreements.

The Cheesecake Factory needed a creative contact management system to meet its mission: creating an environment where absolute guest satisfaction is the highest priority. Celebrated for its expansive and creative menu, stellar service, and industry-leading guest volume, the upscale casual dining concept sought a centralized solution for its Corporate Support Guest Services Team to easily resolve contacts, capture invaluable insights, and support its front-line restaurant personnel in delivering the same magical, in-store experience its millions of guests expect.

Emplifi Agent adds efficient guest service to the menu

Desiring a delivery experience to complement their guest experience goals, The Cheesecake Factory implemented Emplifi Agent - a case management solution within the Emplifi Service Cloud. Guest service personnel have access to in-context guidance and menu, location, and guest information in a centralized location. The integrated platform enables agents to meet customers on whatever platform they use to reach out faster with a resolution and, when appropriate, goodwill fulfillment. Additionally, the Guest Services team can communicate with restaurant management to ensure a positive, closed-loop service delivery. A highly configurable platform makes it easy to match workflows, add or change codes without expensive IT support to track and report on service and product metrics.

"Using Emplifi Agent, we can offer a quick, appropriate solution when our guests have questions," said Linda Candioty, Vice President of Guest Experience. "Then, we get the chance to write a truly 'memorable chapter' of every guest experience story. We love to show empathy toward all of our guests, and with Emplifi Agent, it's easier for us to do."

Creating a memorable chapter of every guest experience story

Serving up a platform of centralized data delivered several benefits to The Cheesecake Factory. Now, Guest Service staff can more easily and accurately track customer contacts, provide personalized responses, and delight their guests. The new system has sliced their contact handle time by 20% and cut the average days to close an issue in half. They're able to quickly access information needed to fulfill requests and capture interactions across channels for a complete customer history. Leadership can then access this invaluable data to identify actionable usage trends and other growth or course correction opportunities.

"Now, our Guest Service personnel enjoy a faster training experience with the single-point-of-contact system," said Juan Cortez, Guest Services Manager. "With ever-growing customer expectations, we're glad Emplifi helps us maintain our competitive edge in delivering a great guest experience."

The takeaway

The Cheesecake Factory selected Emplifi Agent to achieve faster customer service delivery while also approaching each guest interaction with empathy. The brand maintains a competitive edge with personalized and timely responses to guest questions.

Do you need a centralized case management solution for your agents? If you would like to learn more about Emplifi Agent, schedule a demo with our experts today.

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