Case studies

Fast Food Industry Case Study

Fast Food Franchiser Added Spanish Language Support and Increased Revenue $5M with Centris.

Vibrant Hispanic-market QSR with bilingual service sign

  1. Introduction

    A leading fast-food franchiser found the Hispanic consumer was a growing segment of their customer base, yet they weren’t staffed effectively to meet the demands of these consumers. They needed to develop an effective way to serve their growing Hispanic clientele and increase their overall sales.

  2. The Challenge

    The fast-food franchiser relied on individual stores to receive and process their orders. As a result, the employees were not consistent in informing customers of specials or offering them additional items to purchase. If customers called during peak times, the up-sell was often missed. In addition, the fast-food franchiser also began serving a growing Hispanic demographic. However, communication with their increasing Hispanic market proved difficult if the customer calling didnot speak fluent English. Both situations presented a challenge: lack of time to inform customers of specials and additional offerings, thus missing additional revenue and a staff that was not equipped to communicate with a growing consumer segment.

  3. Solution

    The fast-food franchiser needed to provide consistent customer service for all incoming calls, including their Hispanic consumers. They reached out to Centris for solutions. The fast-food franchiser had never worked with an outside partner to assist with their order taking. They were impressed with what Centris brought to the table:
    • Bilingual Customer Service: Centris created a sales channel for Spanish customers that did not previously exist. Centris’ bilingual contact centers were able to communicate clearly and effectively with Spanish and English-speaking customers.
    • Created a new profit center: Partnering with Centris to provide Inbound sales support created a new profit center for the company that they could offer their franchisees.

  4. The Result

    Centris was able to deliver the following results for a given year:
    • Centris handled over 300,000 fast-food sales orders
    • Centris converted 65% of calls into a sale
    • Centris processed over $200,000 in sales orders
    • The fast-food franchiser created an additional revenue stream of over $1 million in profits by offering Centris service to its franchisees
    • Centris agents generated an additional $5+ million in product sales revenue
    • Centris agents successfully up-sold over 14% of all sales orders, increasing the average per order sale to $25.00
    Fast Food Case Study Spanish Support

  5. Summary

    Centris also improved customer service levels across the board by offering fast, efficient order taking with higher sales totals. The fast-food franchiser saw a significant increase in revenue due to the increases in average per-order sales. In addition, the ability to offer a centralized inbound sales/contact center to their franchisees opened a new profit center for the fast-food franchiser while also decreasing operational costs. By partnering with Centris, the fast-food franchiser experienced increased revenue by effectively communicating and servicing an under-served portion of their clientele.

    Centris provided the fast-food franchiser with Bilingual order processing and sales talent for their Hispanic consumers.