In the fast-moving Quick Service Restaurant (QSR) sector, customer experience is everything. One Australian icon is proving how technology and vision can reshape the industry. El Jannah, famous for Lebanese charcoal chicken, has not only reimagined its guest experience but also earned recognition in Salesforce’s official publication. This is more than a milestone; it is proof of the power of forward-thinking leadership and the right partner.
From Humble Beginnings to National Recognition
El Jannah’s story began in 1998 with a single family-run shop in Granville. Its authentic flavours and community spirit created loyal customers, and today the brand spans more than 50 locations across New South Wales, Victoria, and the ACT. Growth at this scale brings challenges, particularly in delivering consistent customer experiences.
Instead of relying on legacy systems, El Jannah’s leadership recognised the need for an integrated solution that could scale with them. Their decision to work with Xenai Digital, a trusted Salesforce implementation partner, enabled them to embrace digital transformation without losing their personal, family-owned brand identity. For decision-makers across QSR, retail, and hospitality, this serves as a powerful case study in how innovation can strengthen both loyalty and growth.
Agentforce in Action: A Benchmark for CX Excellence
Salesforce’s feature, El Jannah Elevates Its Guest Experience With Agentforce, showcased how the business implemented Agentforce as part of its transformation. Seamlessly integrated with Salesforce Data Cloud, Service Cloud, and Marketing Cloud, Agentforce has reshaped the customer journey from first enquiry to in-store dining.
The results speak for themselves:
- Faster Customer Service: An AI-powered Agentforce assistant on El Jannah’s website now handles 60% of all inbound queries, freeing staff for complex interactions.
- Guest Loyalty Growth: With better responsiveness, El Jannah gained more than 16,000 new active customers and increased average lifetime value by over 55%.
- Empowered Teams: Customer-facing staff now focus on strategic initiatives, thanks to the efficiency of automation.
- Unified Data: By consolidating customer data across franchises through Salesforce Data Cloud, El Jannah has built a single, actionable view of each guest, enabling personalisation at scale.
This is customer experience redefined, powered by intelligent automation and strategic marketing cloud implementation.
Xenai Digital: The Strategic Partner in Validated Success
As El Jannah’s Salesforce implementation partner, Xenai Digital played a pivotal role in translating the leadership team’s vision into tangible outcomes. By deploying Agentforce, Salesforce Data Cloud, and broader Salesforce services, Xenai ensured a seamless integration across the platform. This partnership highlights how targeted Salesforce services can deliver measurable ROI while protecting brand values.
Tyler Mason, Head of IT & PMO at El Jannah, described Agentforce as central to their digital transformation, noting its role in combining automation, personalisation, and data-driven insights. Recognition in Salesforce’s own publication validates both the success of El Jannah and the strategic execution delivered by Xenai Digital.
Driving Innovation, Delivering ROI
El Jannah’s transformation demonstrates what is possible when a traditional family brand embraces digital innovation. With Xenai Digital’s expertise in Salesforce services and marketing cloud implementation, El Jannah achieved scalable, measurable improvements in customer loyalty and operational efficiency. Their story is not only a QSR success but also a blueprint for organisations seeking to future-proof their growth with the Salesforce ecosystem.
By pairing vision with the right technology and a trusted Salesforce implementation partner, El Jannah has proven that even in a competitive market, innovation and authenticity can go hand in hand.