Craveable brands

Client
Craveable Brands

Services
Sales Cloud, Marketing Cloud

Year
2024

Craveable Brands is a leading Australian franchisor that owns four iconic food brands: Red Rooster, Oporto, Chicken Treat, and Chargrill Charlie’s. With a focus on family and community, Craveable Brands supports over 400 small business owners, operating more than 600 restaurants and employing 13,000 people who serve over 1 million customers weekly.

Challenge

Craveable Brands, a long-time Salesforce user, faced the challenge of ensuring they were fully maximising the potential of their platform. With a desire to get the most out of their Salesforce investment, they sought to evaluate whether their current CRM implementation adhered to best practices. Their goal was to optimise the use of Salesforce to drive greater efficiency, improve customer engagement, and ensure that their CRM strategy aligned with industry standards and business objectives.

What We Did

Craveable Brands partnered with Xenai Digital to address critical issues with their Salesforce platform, including disconnected CRM and Marketing Cloud, and siloed data not being leveraged for Social Studio. Xenai Digital conducted a thorough review of Craveable Brands’ Salesforce licenses, including Social Studio, Sales Cloud, and Marketing Cloud, and developed a 12-month roadmap to streamline processes. We helped prioritise and address urgent fixes, implementing improvements across Marketing Cloud, Social Admin, and CRM, and also introduced Social Customer Service. Additionally, we conducted a series of training sessions to ensure the Craveable team followed Salesforce best practices. In Phase 2, Xenai Digital provided ongoing support, administration, marketing, and technical operations services to enable Craveable Brands to fully optimise their Salesforce platform and drive long-term value.

How It Solved Their Problem

This solution effectively addressed Craveable Brands’ challenges by integrating their CRM with Marketing Cloud and utilising data across platforms for a unified customer view. Through a thorough review and technical discovery, Xenai Digital identified and prioritised urgent fixes, ensuring the seamless connection of CRM, Social Studio, and Marketing Cloud. By implementing key improvements such as Social Customer Service and providing tailored training, the Craveable team was equipped with the knowledge and tools to follow Salesforce best practices. The ongoing support and technical operations provided in Phase 2 helped Craveable Brands maximise the value of their Salesforce investment, streamline operations, and ultimately enhance their customer engagement and business efficiency.

See More articles