Year
2019
Client
Tabaq
Category
CRM, CSR, Branding, AI Marketing
Product Duration
Currently Active
Tabaq.pk, a fast-growing restaurant in Pakistan, was struggling to maintain customer retention due to operational inefficiencies. Reservations both dine-in and online were inconsistently handled, often confirmed late or missed entirely. Without a CRM system in place, guest data wasn’t centralized, and there was no systematic approach to follow-ups or feedback collection. Customer support was reactive rather than structured, with no dedicated CSR team to manage inquiries. Meanwhile, the restaurant’s digital platforms showed inconsistent branding and messaging, reducing their ability to engage potential diners online and drive direct bookings.
We performed a detailed review of Tabaq’s reservation management, support communication flow, and online visibility. Booking records and customer complaints revealed multiple gaps: reservations confirmed manually with delays, incomplete customer data, and little to no automation in post-visit engagement. Social media channels lacked cohesive branding, logos, tone, and visual style varied across platforms, which negatively impacted digital reach and customer trust. Interviews with the internal team confirmed that customer communication was handled ad hoc, and marketing efforts were not tracked or targeted.
We developed a tailored plan to modernize guest management, streamline support, and establish a strong digital presence. First, we deployed a restaurant-focused CRM system to centralize customer profiles, visit history, and preferences. This CRM also powered automated booking confirmations via SMS and email, reducing manual workload. A dedicated CSR team was recruited and trained on hospitality workflows, equipped to manage inquiries, complaints, and post-dining feedback. Standard operating procedures were designed to ensure consistent, fast responses across communication channels. On the marketing front, we rebuilt Tabaq’s brand identity across social media—introducing a consistent voice, polished visuals, and platform-specific engagement strategies. A content calendar was launched, paired with geo-targeted ads and CRM-linked performance tracking to improve reach and relevance.
Within six weeks of implementation, Tabaq.pk saw a dramatic transformation across customer experience and digital engagement. Reservation confirmations became fully automated, reducing errors and eliminating delays. As a result, missed bookings dropped significantly and customer trust improved. The newly formed CSR team reduced response times and brought consistency to client communications, leading to a 60% reduction in unanswered messages and a noticeable uptick in repeat diners. Marketing performance skyrocketed Instagram and Facebook engagement increased by over 70%, and direct bookings from social platforms grew rapidly due to more professional and cohesive content. Tabaq’s overall digital presence became stronger and more recognizable, reinforcing brand trust and translating online traffic into confirmed reservations and loyal customers.
