Client
El Jannah
Services
Agentforce, Data Cloud, Service Cloud, Marketing Cloud
Year
2024
El Jannah is an iconic Australian food chain celebrated for its mouthwatering charcoal chicken, fresh ingredients, and authentic Middle Eastern flavors. What began as a family-run restaurant has grown into a highly successful franchise, with loyal customers flocking to its multiple locations across the country. Renowned for fast, friendly service and consistently high quality, El Jannah is a brand built on delivering exceptional experiences to every guest.
Challenge
As El Jannah expanded, it faced several operational and customer experience challenges. Managing customer support across a growing number of locations became increasingly complex, leading to inconsistent service levels and slower response times. The company struggled with siloed customer data, making it difficult to gain actionable insights or deliver personalized experiences. Their lead generation and nurturing processes, particularly for catering and loyalty program sign-ups, were inefficient and labor-intensive. Furthermore, as operations scaled, El Jannah needed better workforce management tools to ensure service quality and efficiency. These challenges highlighted the need for a unified, scalable platform to enhance operations and elevate the customer experience.
What We Did
As El Jannah’s trusted Salesforce partner, we deployed an integrated suite of Salesforce solutions, including Service Cloud, Marketing Cloud, Data Cloud, and Agentforce, to address their needs and position them for long-term success.
Using Service Cloud, we centralized customer support operations, equipping agents with tools to manage inquiries more effectively and deliver consistent service across all locations. We implemented Knowledge Articles to provide agents with easy access to standardized answers, empowering them to resolve issues quickly and accurately. Self-service capabilities were also introduced, enabling customers to find answers to common questions independently.
With Marketing Cloud, we automated personalized campaigns to engage customers through email, SMS, and social media. This allowed El Jannah to connect with its audience through tailored promotions, loyalty program updates, and special offers, driving repeat visits and stronger customer relationships.
We integrated Data Cloud to unify customer data across multiple touchpoints, creating a single source of truth for actionable insights. This enabled El Jannah to better understand customer preferences, purchasing habits, and trends, which informed marketing strategies and operational decisions.
Agentforce was implemented to optimize workforce management across locations. By providing real-time visibility into team performance and operational metrics, Agentforce ensured that El Jannah could effectively allocate resources to meet peak demand periods, reduce wait times, and consistently deliver exceptional service.
The Results
The implementation of Salesforce solutions transformed El Jannah’s operations and customer experience, driving measurable improvements across multiple areas. Service Cloud streamlined customer support, reducing response times and enhancing satisfaction by ensuring consistent service delivery. The introduction of Knowledge Articles and self-service options significantly reduced support workloads, freeing up staff to focus on complex or high-priority tasks.
With Marketing Cloud, El Jannah achieved a substantial increase in customer engagement. Automated and personalized campaigns boosted loyalty program participation, catering inquiries, and repeat business. Data insights derived from Data Cloud empowered the brand to make informed, data-driven decisions, enabling more effective targeting and resource allocation.
Agentforce revolutionized workforce management by ensuring optimal staffing levels across locations, enhancing team efficiency, and improving the overall dining experience. This integration provided El Jannah with the scalability it needed to maintain its high standards of service while growing its franchise operations.
Transforming the Future Together
Our partnership with El Jannah underscores the power of Salesforce in helping businesses scale while staying true to their values and commitment to quality. By integrating Service Cloud, Marketing Cloud, Data Cloud, and Agentforce, we enabled El Jannah to deliver personalized, efficient, and memorable customer experiences across every touchpoint.
Let us help your business achieve similar success. Contact us to explore your transformation journey.