When El Jannah partnered with Xenai Digital, their mission was bold: maximise their Salesforce CRM investment, streamline support operations, and elevate customer experiences across every channel.
As a leading Salesforce implementation partner, Xenai Digital set out to transform not just the technology, but the business outcomes. Now, after months of collaboration and careful performance tracking, the results speak for themselves.
Who is El Jannah?
El Jannah is an iconic Australian quick-service brand, renowned for its Lebanese charcoal chicken and commitment to family-first hospitality. With over 50 stores in NSW, VIC, and ACT, rapid growth brought new operational complexity.
Ensuring a consistent, high-quality customer journey at every touchpoint was increasingly challenging, prompting the need for smarter, integrated systems.
Unlocking Salesforce’s Full Potential
El Jannah had already laid a strong digital foundation with Salesforce CRM. But the gap between tech investment and business impact remained.
Support teams faced repetitive tasks, customers waited too long for answers, and data silos made it tough to spot growth opportunities. Especially for catering, loyalty, and personalisation.
That’s where Xenai Digital, as an expert Salesforce implementation partner, stepped in with a clear brief: make the systems work smarter, not harder, and unleash the true potential of their Salesforce services.
How Xenai Digital Transformed the Customer Experience
Xenai Digital delivered more than just technology; we delivered transformation. We started with a deep customer experience audit and a comprehensive Salesforce services health check, mapping friction points and untapped value across service and engagement.
From these insights, we built a targeted roadmap that directly linked Salesforce CRM capabilities to El Jannah’s growth goals. The centrepiece was Agentforce, a purpose-built customer experience layer for Salesforce Service Cloud.
This allowed us to deploy AI-powered insights, automate repetitive workflows, and deliver an omni-channel experience spanning in-store, delivery, and digital channels.
We also integrated Plinqx middleware with Redcat (El Jannah’s POS platform), creating seamless, real-time data flow between front-of-house and support. With this approach, every customer order, feedback, or question looped instantly to the right team – removing disconnected systems and enabling faster, smarter service at every store.
The ROI Delivered
Six months after launch, El Jannah achieved remarkable results:
- Customer lifetime value up 153%
- Purchase frequency increased 180%
- Customer tenure rose by 57%
- Average purchase value up 60%
- Churn decreased 18%
- Customer acquisition cost dropped 70%
- Voice case volume reduced by 28%
- Overall case volume down 38%, saving significant support costs
- Over 1,000 Agentforce conversations deflected from tickets every month
Why It Matters
These numbers are more than metrics, they reflect a real shift in how El Jannah connects with its customers.
With the power of Salesforce CRM and the expertise of a dedicated Salesforce implementation partner, technology isn’t replacing hospitality, it’s enhancing it. Delivering faster, more personalised, and more human interactions.
“Whether it’s from Marketing Cloud or now Agentforce, the goal is to make the customer journey as simple as possible. If we can resolve their 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
By rethinking their systems with Xenai Digital’s Salesforce services, El Jannah is proving that operational excellence and genuine hospitality can scale together.
Let’s Talk ROI
El Jannah and Xenai Digital transformed disconnected systems into seamless service and measurable growth, with Agentforce, Salesforce CRM, and a trusted Salesforce implementation partner at the core.
Not seeing ROI like this from your own Salesforce services?
Let’s talk about what’s possible. Reach out to Xenai Digital and let’s make it happen.
Watch our full interview with El Jannah here.