KFC, Kentucky Fried Chicken, is one of the most popular fast-food restaurants worldwide. The KFC headquarters of the United Kingdom and Ireland were looking to digitize their current customer care approach. They have over 950 fast-food locations across the United Kingdom. They were already invested in complaint management but were willing to transform it into a digital and trackable flow to extract customer data. Clients file their complaint, enter their details and automatically received their voucher through mail or SMS.
Their campaign setup looked like this:
To ensure a successful digital customer case, Coupontools first had to connect the platform with KFC’s CRM (Zendesk) and their current POS (Aloha POS)
First, we’ve slightly adjusted their Zendesk CRM and made the connection possible between Zendesk and Coupontools using different API calls. Once this connection was established, KFC hired the Coupontools’ design team for the creation of the digital vouchers. You’ll see an example of the voucher below in the image gallery. Due to the adjustments we’ve made to the Zendesk CRM, Coupontools ensured the right single-use voucher was automatically sent to the right person. After the voucher was sent, the ticket was automatically updated in Zendesk.
The validation of the coupon worked like this: The voucher that was sent contained a unique, 6-digit code. Since Coupontools also made a connection with Aloha POS, KFC could fulfill the validation through their POS cashier system. The cashier simply entered the 6-digit code and the voucher was validated. Due to the connection between Coupontools and Aloha POS, there’s was automatic voucher tracking implemented. Each validation was logged. It gave intel about the time and location the validation took place. KFC also had an overview of which KFC was responsible for the complaint, how many validations per locations. These additional and live reports were necessary for KFC to arrange their internal billing correctly.
4 main reasons for this approach:
The campaign summary:
Customer Care Campaign resulted in: