Executive Summary

Zareen's Restaurants, a beloved Pakistani-Indian restaurant chain, partnered with BeHeard to transform their customer communication and streamline operations. By implementing our AI-powered chatbot and automated communication system, Zareen's eliminated manual catering coordination, dramatically reduced phone call volume, and significantly improved their online reputation management—all while enhancing the overall customer experience.

The Challenge

As Zareen's Restaurants grew in popularity, they faced mounting operational challenges that threatened to impact their renowned customer service:

Catering Coordination Chaos

Staff spent hours in back-and-forth communications for catering orders, managing details, modifications, and confirmations manually. This process was time-consuming and prone to errors.

Overwhelming Phone Volume

Constant calls about basic information (hours, menu items, locations) disrupted kitchen operations and prevented staff from focusing on in-restaurant guests.

Review Management Burden

Limited resources meant Google Reviews often went unacknowledged, missing opportunities to build customer relationships and address concerns promptly.

Our Solution

BeHeard implemented a comprehensive AI-powered communication system tailored to Zareen's unique needs:

Intelligent Catering Chatbot

Customer Inquiry → AI Chatbot Engagement → Order Details Collection → Confirmation & Payment

24/7 automated catering order handling
Intelligent menu recommendations based on party size and preferences
Real-time availability checking and order confirmation
Seamless payment processing integration

Smart Call Deflection System

Automatic text message sent to callers with AI agent
Instant answers to common questions (hours, locations, menu items)
Reservation assistance and waitlist management
Escalation to human staff only when necessary

Automated Review Management

Proactive review solicitation from satisfied customers
AI-powered response generation for all reviews
Sentiment analysis to flag urgent issues
Consistent brand voice across all responses

Implementation Process

Week 1-2: Discovery & Integration

Analyzed call patterns, mapped catering workflows, integrated with existing POS and phone systems

Week 3-4: AI Training & Testing

Trained chatbot on menu items, customized responses, conducted extensive testing with staff

Week 5-6: Launch & Optimization

Phased rollout across locations, real-time monitoring, continuous improvement based on feedback

Results

The impact of BeHeard's solution exceeded all expectations:

Operational Efficiency Gains

100% Automated Catering Orders: Zero manual back-and-forth required
75% Reduction in Phone Calls: From 200+ daily calls to under 50
20 Hours Weekly Saved: Staff time redirected to guest experience
3x Faster Response Time: Instant answers vs. waiting on hold

Customer Experience Improvements

45% Increase in Google Reviews: More satisfied customers sharing experiences
4.7 Star Average: Up from 4.3 stars across all locations
100% Review Response Rate: Every customer feels heard and valued
35% Increase in Catering Revenue: Frictionless ordering drives more business

BeHeard has completely transformed how we interact with our customers. Our staff can now focus on what they do best—creating amazing food and experiences—while the AI handles the repetitive tasks. The catering chatbot alone has been a game-changer, turning what used to be hours of coordination into a seamless, automated process. Our customers love the instant responses, and we love the efficiency.

— Sahlik Khan, COO, Zareen's Restaurants

Key Success Metrics

Long-Term Benefits

Scalable Growth: System handles increased volume without additional staff
Data-Driven Insights: AI analytics reveal customer preferences and trends
Competitive Advantage: Superior customer service sets Zareen's apart
Employee Satisfaction: Staff freed from repetitive tasks report higher job satisfaction

Conclusion

The partnership between Zareen's Restaurants and BeHeard demonstrates the transformative power of AI-driven communication in the restaurant industry. By automating routine interactions while maintaining a personal touch, Zareen's has not only improved operational efficiency but also elevated the entire customer experience.

The elimination of manual catering coordination, 75% reduction in phone calls, and 45% increase in Google Reviews represent just the beginning. As the system continues to learn and improve, Zareen's is positioned to deliver even more exceptional experiences while maintaining the warmth and authenticity their customers love.

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