The Philippines’ restaurant company, Jollibee Group is working to strengthen and streamline customer experience management for its brands including Jollibee, The Coffee Bean and Tea Leaf, and Smashburger.
The company has implemented a unified system to collect customer feedback from in-store and digital touchpoints and integrate analytics to provide insights for customer-facing teams.
This will help enhance customer experiences.
After evaluating several vendors, Jollibee has deployed Qualtrics’s Customer Experience Management solutions as part of its global partnership.
Jollibee Foods Corporation’s head of global CX, Jacqueline Fuentes told iTnews Asia that the implementation includes customer feedback collection tools to gather insights across all channels and AI-driven analytics to process and analyse unstructured feedback.
It allows to have real-time dashboards to deliver actionable insights that support informed decision-making, said Fuentes.
Since implementing Qualtrics solutions, the group has seen over 50 percent reduction in issue resolution time due to better insights and streamlined processes, she added.
Qualtrics provides a single, integrated platform to manage customer and employee experience.
Processing unstructured feedback
According to Fuentes, the company initially launched Qualtrics with select brands and regions to evaluate its capabilities.
The platform helped in processing unstructured feedback.
It has enabled the group to gain insights from sources including surveys, open-text feedback, and customer comments.
Qualtrics allowed the company to manage and respond to Google Reviews, said Fuentes.
It has enhanced the ability to engage with customers in real-time, she added.
Fuentes mentioned that the flexibility and ease of configuration ensured that the solution could be tailored to the unique needs of different regions and brands.
These results reinforced confidence in Qualtrics as the right partner for a global rollout, said Fuentes.
The implementation follows a phased approach.
Fuentes said that Jollibee began with key regions to refine the process and address any challenges before scaling globally.
The phased rollout ensures a smooth transition and effective adoption across all markets, she added.
Training programmes
The Jollibee Group faced challenges during the implementation of Qualtrics solutions, particularly in change management and system integration.
Ensuring that global teams were adequately trained and adapted to the new platform required efforts, said Fuentes.
She added that integrating Qualtrics with existing systems demanded planning and coordination.
To overcome these hurdles, the group implemented dedicated training programmes and worked closely with Qualtrics’ Customer Success and Technical Account Management teams.
This ensures integration and smooth adoption.
