Proud partners since 2018, Ventrica and McDonald’s deliver award-winning customer experience across Europe
Transforming CX through empathy, innovation, and AI - Ventrica’s partnership with McDonald’s delivers faster resolutions, deeper insights, and exceptional customer satisfaction.
- Case studies
McDonald’s has run its business in the UK since 1974 and, together with its franchisees, currently operate over 1,500 restaurants across the UK and Ireland, with plans to open 200 new restaurants in the next four years. They want their customers to be free to speak to us easily across their channel of choice, and to have us address any issues with a ‘fix fast, fix it first‘ mindset, and to be provided with meaningful insight to help restaurants continuously improve.
Our approach
The partnership we have developed with McDonald’s since launch in 2018 is founded on two key principles: early identification of issues and first contact resolution. Our brand ambassadors, many with restaurant industry experience, are recruited to provide empathetic and solution-focused interactions. Each customer engagement follows our meticulously designed framework to ensure consistent service excellence.
We utilise advanced technology to route and resolve enquiries in an appropriate and empathetic way. Our intelligent routing system ensures that customers are handled by the most suitable resource, whether that’s a specialised agent, an AI-assisted solution, or through our self-service options. This reduces friction and dramatically improves resolution times.
Our team follows a strategic engagement framework designed to maximise customer satisfaction while providing valuable insights back to McDonald’s:
- Acknowledging and understanding the key customer issue through active listening and empathetic response
- Interact, empathise, and support the customer to resolve their issue with a focus on first-contact resolution
- Provide McDonald’s with the opportunity to ‘wow’ the customer and recover their trust through tailored compensation or exceptional service
- Code correctly and provide detailed feedback to restaurants to drive operational improvements
Since our partnership began, we have implemented 25 innovative projects as part of this engagement framework. Each initiative has been carefully designed to positively impact service delivery across multiple metrics including handle times, first contact resolution, customer satisfaction, cost management and actionable insight. Key technological innovations include:
- AI ticket classification: Our proprietary solution automatically classifies tickets into queues, improving advisor and manager workloads while ensuring tickets reach the right expert immediately
- AI summarisation: We’ve developed technology that condenses lengthy customer conversations into easily understood formats, simplifying reporting and enabling data-driven decision making
- Digital vouchers: Our seamless voucher system has transformed the customer experience, reducing resolution time from 10 days to just 1 second while enabling effortless customer self-service
- Ventrica QA: Our innovative quality assurance system automatically monitors 100% of digital contacts, ensuring consistent service standards and identifying training opportunities
What sets our partnership with McDonald’s apart is our collaborative approach to customer experience transformation. We work as an extension of their team, combining human expertise with technology. Our account team regularly reviews metrics with McDonald’s stakeholders, identifying new service enhancement opportunities. This people-plus-technology approach has achieved transformative results while maintaining the human touch customers expect, creating a cycle where engaged employees drive customer satisfaction and fuel continuous improvement.
Our partnership has strengthened our customer relationships. Our teams support each other to provide a gold standard. This has led to a radical transformation in technology and processes, enhancing the quality of customer experiences while improving training and development systems we provide our advisors
Ian Partridge, Vendor and Service Innovation Manager, McDonald’s
The results
Our partnership approach with McDonald’s is focussed on the delivery of exceptional customer and employee experiences. Key results achieved during this partnership include:
- AHTs reduced from 415 seconds to 220, a reduction of 47%
- Case resolution (46% when Ventrica took on the account) is 99%, vs. an 85% SLA
- Automated 30% of contacts within 2-months of deploying Ventrica AI