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El Jannah Elevates Its Guest Experience With Agentforce

El Jannah Elevates Its Guest Experience With Agentforce

El Jannah is a popular Australian quick-service restaurant specialising in Lebanese charcoal chicken and Middle Eastern cuisine. As the business has grown nationally, it’s turned to Agentforce, Salesforce’s digital labour platform, to provide a fast and effective guest experience, before people arrive at its restaurant locations.

Why it’s important: Australian businesses recognise that inefficient processes and technology can be a drain on productivity, with more than half of local customers agreeing that poor customer service, out-of-stock products, and long check out times will influence them to abandon their purchases.  

From the founding of its first, family-run shop in Granville in 1998, El Jannah now has more than 50 locations across New South Wales, Victoria, and the Australian Capital Territory. But with a rapidly growing number of franchise locations, El Jannah has experienced operational challenges including inconsistent service and delayed responses to customer queries.. 

Its expansion has also highlighted the need for a unified system to enhance efficiency and customer satisfaction, and help the business consolidate customer data and integrate lead management.

How it works: Agentforce is a complete AI system for augmenting teams with trusted autonomous AI agents in the flow of work. Working alongside Data Cloud, the hyperscale data engine built with the Salesforce Platform, as well as Service Cloud and Marketing Cloud, El Jannah has quickly elevated its guest experience with: 

  • Faster customer service: The business has implemented an agent on its website to handle the most common questions from customers around the clock, responding to queries about its menu, trading hours, and nearest locations. The agent has already responded to more than a thousand such queries since February, with 60% of all inbound requests now being handled by Agentforce.
  • Powering guest loyalty: Responding more quickly and effectively to its guests, El Jannah has used the Salesforce Platform to attract more than 16,000 new active customers. Along the way, the average lifetime value of each guest has increased over 55%.
  • Empowered customer teams: By reducing ‌the volume of queries via both its website and call centre, El Jannah’s customer-facing teams have reclaimed time to work on more strategic work, in support of its continued growth plans.
  • Consolidating customer data: Bringing together data from across each franchise in the business into one consolidated platform with Data Cloud, El Jannah now has a unified view of customer activity, enabling seamless, personalised experiences, especially for repeat visitors. 

Not only has Agentforce helped free up our customer-facing teams to take on more strategic work, it’s supported the business to connect with more than 16,000 new active customers.

Tyler Mason, Head of IT & PMO, El Jannah

What’s next: El Jannah plans to work with its implementation partner Xenai Digital to expand its use of AI agents to support its loyalty system, while future upgrades to its existing agent on its website will provide customers with updates on stock levels and how busy their local store is.

The customer perspective:Agentforce has been a key part of our digital transformation as we focus on improving the overall dining experience for our guests. Its integration across the Salesforce Platform has ensured we can scale our business smartly, leveraging data, automation, personalisation and AI to ensure we maintain our high standards across all our franchise operations. Not only has Agentforce helped free up our customer-facing teams to take on more strategic work, it’s supported the business to connect with more than 16,000 new active customers.” – Tyler Mason, Head of IT & PMO, El Jannah

The Salesforce perspective: “El Jannah is clearly demonstrating how agentic AI can quickly and effectively enhance productivity, streamline operations, reduce costs and help drive growth. In just a few months, the business has been able to transform how their customer-facing teams engages with their guests. El Jannah represents a new generation of innovative businesses, who are utilising human and digital agents working together to drive customer success.” – Jeremy Smith, AVP Sales, Salesforce ANZ

Learn more:

  • Read more Agentforce World Tour Melbourne news here
  • Learn more about Agentforce here
  • Read more Salesforce customer success stories here
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