KFC UK & Ireland.

What was the problem?

KFC, with over 950 locations in the United Kingdom, wanted to improve their existing customer service by digitizing and making the process more traceable. They were already active in complaint management but wanted to transform it into a digital system that collects customer data and operates more efficiently. Customers needed to be able to submit their complaints, enter their details, and automatically receive a voucher via email or SMS..

XIS provided a solution by integrating our Coupontools platform with KFC's existing CRM system (Zendesk) and their POS system (Aloha POS). This allowed KFC to set up a streamlined and digital complaint management process..

How did we solve it?

XIS customized Zendesk to enable API connections between Zendesk and our Coupontools.

The XIS design team created digital vouchers. These vouchers included a unique, 6-digit code that was automatically sent to the customer once a complaint was submitted and processed.

Once the voucher was sent, the ticket in Zendesk was automatically updated.

The unique 6-digit code was entered by the cashier into the Aloha POS system for validation. Thanks to the integration between Coupontools and Aloha POS, automatic tracking of the vouchers was possible.

Benefits of the digital customer service campaign

By handling complaints efficiently and rewarding customers with a voucher, negative experiences could be turned into positive ones.

Previously, staff had to manually create and send personalized vouchers. The new digital system automated this process, saving significant time.

The digital campaign allowed KFC to easily track the journey of each voucher, including how many vouchers were redeemed and where.

Security: Digital vouchers were more secure than traditional vouchers because they could only be redeemed once at one location, preventing misuse.

Campaign results

The digitization of the customer service process brought significant benefits to KFC:

The system collected valuable data, such as locations with the most complaints and the most voucher redemptions.

KFC was able to get a detailed overview of the number of vouchers used and the cost per customer.

The approach was now digital, automated, fast, secure, and traceable.

The improved and faster handling of complaints resulted in more satisfied customers.

Campaign summary

The customer service campaign for KFC UK & Ireland resulted in a more efficient, secure, and user-friendly complaint management system, leading to increased customer satisfaction and valuable data for KFC.