Client
El Jannah
Services
Agentforce
Year
2025
El Jannah isn’t just a fast-growing Australian franchise – it’s a household name. Known for its legendary charcoal chicken, this Lebanese-Australian brand is built on a foundation of family, hospitality, and unforgettable flavours.
Our Agentforce implementation has resulted in 30% faster customer response times – Enhancing satisfaction and reducing wait times.
The Challenge: Scaling Legendary Service Across Locations
With rapid expansion across Australia, El Jannah needed to ensure that every guest—at every location—felt the same warmth, care, and efficiency that built their reputation. They wanted to:
- Deliver faster, more personalised service without adding operational complexity.
- Ensure consistency in guest experience across all franchise locations.
- Leverage real-time customer insights to drive better engagement and retention.
- Improve operational efficiency while keeping the focus on hospitality.
The Solution: A Strategic, Customer-First Transformation
El Jannah partnered with Xenai Digital and Agentforce for a comprehensive digital transformation focused on customer experience, operational efficiency, and data-driven decision-making.
Advisory & Strategy
Xenai Digital conducted a deep-dive customer experience audit and a Salesforce Health Check, identifying key gaps in El Jannah’s customer engagement model. We then built an ROI-driven roadmap, aligning technology with business goals to ensure long-term success.
Agentforce Technology Implementation
We implemented Agentforce, a Salesforce-powered customer experience platform for multi-location franchise businesses. Key features included:
- AI-Powered Customer Insights – Understanding customer preferences and behaviours.
- Automated Workflows & Communication – Reducing response times and improving efficiency.
- Omnichannel Support Integration – Ensuring a consistent experience across in-store, online, and delivery services.
Measurable ROI & Business Impact
The results of this transformation were immediate and measurable:
- 30% faster customer response times – Enhancing satisfaction and reducing wait times.
- 25% improvement in operational efficiency – Automating manual processes and reducing repetitive tasks
- Increase in repeat customers & loyalty engagement – Personalised experiences driving higher customer retention.
- Better franchise-wide visibility & reporting – Real-time insights helping leadership make data-driven decisions.
What El Jannah’s Leadership Says
“At El Jannah, we’ve always believed in more than just great food—it’s about delivering a legendary experience for every guest, every time. This transformation has improved how we engage with guests and give us the tools to scale efficiently without losing what makes us special.”
— Tyler Mason, Head of IT & PMO, El Jannah
Conclusion: A Partnership for Growth
With Xenai Digital and Agentforce, El Jannah is not just scaling their business—they’re scaling their customer experience. Their legendary food now comes with an equally legendary level of service, ensuring they continue to delight customers and grow their brand across Australia.
Is your business ready to scale customer experience like El Jannah? Let’s talk about how Xenai Digital can help you drive real ROI from your technology investments.
Get in touch today!
