What happens when a fast-growing food brand rethinks customer experience with ROI at the centre? In just six months, El Jannah achieved remarkable outcomes after partnering with Xenai Digital. Their use of Agentforce, combined with expert salesforce services and a strategic approach to salesforce crm, transformed both their operations and their customer relationships.
Here’s what they saw:
- Customer lifetime value (CLV) increased by 153%
- Purchase frequency jumped by 180%
- Customer tenure grew by 57%
- Average purchase value rose by 60%
- Churn decreased by 18%
- Customer acquisition cost (CAC) dropped by 70%
- Voice case volume reduced by 28%
- Overall case volume dropped 38%, saving significant support costs
- Over 1,000 Agentforce conversations are deflected from becoming tickets each month
So what exactly powered those numbers? Behind every stat is a strategic move.
Here are six lessons from El Jannah’s journey that your business can learn from:
1. You Can’t Scale Chaos
Rapid expansion without the right systems creates friction. El Jannah addressed these early by partnering with a Salesforce implementation partner, setting up the right processes before scaling further.
2. Real ROI Starts with Smarter Tech Use
No shiny new tools, just a smarter use of what they had. With Agentforce layered on top of Salesforce service cloud, their support desk became a revenue enabler, not just a help line.
3. Automation Doesn’t Replace Hospitality – It Enhances It
Repetitive inquiries were automated, FAQs were centralised, and frontline teams had more time to deliver meaningful service. Agentforce made this seamless, while Salesforce CRM kept the customer experience connected.
4. Data-Driven Service Drives Repeat Business
With data flowing between systems like Plinqx and Redcat, El Jannah could personalise experiences at scale. Sales and support worked together, leading to higher loyalty and more frequent purchases.
5. CX Efficiency = Lower Costs
Streamlined workflows meant fewer support hours and fewer voice cases. With automation through Salesforce services and Agentforce, CAC dropped, and operational costs came down.
6. Speed and Simplicity Win Loyalty
Customers got help in minutes, not hours. That speed built trust and improved CLV, thanks to a combination of Salesforce service cloud and the right partner.
“If we can resolve a customer’s question in minutes, why wouldn’t we? It’s a money-saver and it makes the customer feel good about their experience.” – Adam Issa, Head of Marketing, El Jannah
This wasn’t about digitisation for its own sake. El Jannah used technology and the right Salesforce implementation partner to make service more human, more scalable, and more profitable.
If you’re ready to unlock real ROI from your Salesforce services, talk to Xenai Digital today.
If you want to read the full El Jannah story, you can read it here.
Or, watch our full interview with El Jannah here.