Global QSR | 15M monthly customer interactions
cDonald's managed 15 million monthly customer interactions across siloed teams using disparate technologies, resulting in six-hour response times during a critical mobile rollout — with NPS and revenue declining at the worst possible moment.
15 million monthly interactions were spread across teams using disconnected technologies.
15 million monthly interactions were spread across teams using disconnected technologies.
We mapped real-time process flow and resources through structured interviews with internal teams and vendors, then implemented advanced Natural Language Processing (NLP) and ML inside existing platforms to improve message relevance and efficiency. We consolidated fragmented data sources into unified customer intelligence, and established a vendor pilot structure to enable iterative improvement without business interruption.
Structured interviews with internal teams and vendors surfaced the true process flow and resource gaps.
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Social care + call center operational costs
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Fragmented data sources were consolidated into a single customer intelligence layer.
Response time, operating cost, and measurement all improved together.
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90% improvement in response time
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Social care + call center operational costs
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Net measurement models for customer-care economics
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