Success Story -

CASE STUDY: LEADING FAST FOOD FRANCHISE

ABOUT LEADING FAST FOOD FRANCHISE

An investment in Serviceaide’s virtual agent, Luma, helped a $1.5 million fast food franchisee improve employee experience and reduce error rates in just seven weeks.

The corporation takes pride in the development of their employees and resulting superior customer service. It strives to provide flexible schedules, world-class professional training, advancement opportunities, and education benefits for all corporate and restaurant employees. With thousands of local employees and a desire to be a world-class employer that prepares employees for the future, a high volume of employee requests bombard HR staff.

THE CHALLENGE

The HR team in Brazil recognized a barrier in responding to employee needs. Due to limitations in time and capacity, they could only effectively handle 100 employee issues per week. This often left them unable to meet the strategic goals of the organization.

A top priority for leadership was ensuring HR effectiveness—specifically increasing the capability to deliver services across all local franchises and reducing the volume of telephone calls to the HR service desk.

THE SOLUTION

Serviceaide’s Intelligent Service Management (ISM) was already an integral part of local operations, managing everything from POS systems to fryers and HVAC. To address HR efficiency, the team deployed Luma, ISM’s fully integrated, consumer-grade virtual agent.

Luma has become an intelligent HR partner, focusing heavily on employee engagement and answering administrative questions. This shift increased the issue response capacity to over 800 conversations each week. These transactions include:

• Time card processing
• Pay advancements
• Meal allowance knowledge
• Health insurance information and requests
• Employee programs
• Vacation and holiday knowledge
• Hire/termination requests
• Employee dependent requests
• Compensation documentation

Reduce Manual Activities to a Single Request

Luma streamlines processes by eliminating repetitive, data-gathering tasks. For example, a pay advancement request was transformed from a multi-step manual process into a streamlined digital workflow:

BEFORE LUMAAFTER LUMAJoe asks manager for a pay advanceJoe requests a pay advance via LumaManager meets with Joe to gather detailsAI evaluates eligibility via connected systemsManager seeks approval from HRHR approves/denies via automation or reviewHR evaluates eligibility (performance/history)Employee accepts digital promissory noteEmployee fills out promissory notePay advance is issuedPay advance is issued

THE RESULTS

The customer is pleased with the speed of implementation and the immediate return on investment (ROI). Launched in February 2019, the chatbot took just seven weeks to implement and train.

• Fast Time to Value: Seven weeks from start to launch.
• Increased Capacity: Handling 800+ conversations per week (up from 100).
• Improved Accuracy: Decreased human-error rate through standardized processes.
• Employee Satisfaction: Instant answers and guidance provide a consumer-grade experience.
• Strategic Focus: HR personnel are now free to focus on high-value, "human-touch" activities.

“Integrating Luma into our HR process was easy. A comprehensive understanding of how our employees interact, their level of comfort with technology, and limitations, led us to provide options rather than open-ended questions during Luma interactions. The success of HR is driving us to expand into financial services and company logistics.”

— Chief People Officer

ABOUT SERVICEAIDE

Serviceaide is a leader in modern service management. Serviceaide’s vision is to transform service management across ITSM, ESM, and Customer Service. Serving customers around the world, Serviceaide applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deliver better experiences, provide enhanced self-service, and empower service owners. Serviceaide transforms service through digital labor conversations, automation, and knowledge.