Case Study
UST helps global fast-food chain analyze and reduce complaints by 27%
OUR CLIENT
The company is a multinational food and beverage company that owns and operates several well-known fast-food restaurant brands. They are primarily a franchisor of fast-food restaurant chains, and its business model revolves around franchising its brands to individual and corporate restaurant operators.They are a prominent player in the fast-food industry, with a strong global presence and a commitment to serving a wide variety of fast-food options to consumers around the world.
THE CHALLENGE
Inability to use customer feedback to resolve issues
Facing mounting customer complaints, the company wanted to implement a technology solution to capture and aggregate feedback from multiple sources, like social media and online reviews. Company leaders wanted to gain actionable insights to resolve issues from that data.
THE TRANSFORMATION
Creating a multichannel analytics platform to gather and aggregate customer sentiment
UST implemented a 360-degree customer feedback management solution that included:
- Real-time data collection with Apache Storm - Since customers share opinions about restaurants on many digital platforms, the solution used Apache Storm, a free, open-source, real-time data stream processing framework, to crawl a wide range of online systems to capture customer sentiment data.
- Intelligent analysis with deep learning and natural language processing (NLP) - After capturing customer feedback, sophisticated deep learning and NLP techniques were used to categorize data by context and sentiment.
- Intuitive dashboards to access actionable insights - UST created a secure website enabling users to view and mine data points to understand complaints and make informed decisions to resolve issues.
THE IMPACT
Building a brand that listens and responds to customer feedback
By transforming its approach to customer complaints, the company reduced complaints across all digital channels by 27% in just a year. This solution helped the fast-food chain improve customer experiences and its brand.