How La Hacienda leveraged AI to 3x their sales during Covid-19
July 23rd, 2021
La Hacienda, Puerto Rico's leading gourmet food store chain, turned to BrainHi's AI-powered platform to triple sales, sustain operations, and unlock new opportunities during the COVID-19 crisis.
From Lockdown to Overwhelming Call Volume
COVID-19 forced La Hacienda to shut down in-person sales and rely solely on phone orders for pick-up and delivery. Despite expanding their phone lines, call demand quickly exceeded capacity. Customers experienced long wait times and constant busy signals. The result: thousands of missed calls and frustrated customers.
Discovering BrainHi
"Five minutes into the demo I was already convinced that BrainHi would solve the problem of our high call volume. Now we can answer and qualify all calls without the need for a call center or someone physically answering them.", Jorge Bonet, Owner de La Hacienda
LARA AI automatically rescued missed calls, sent follow-up text messages, and captured customer orders without human intervention.
"Now I am much calmer and happier because I know that the client is taken care of. This change assured and calmed our clientele a ton. They knew they would be taken care of.", Jorge Bonet, Owner de La Hacienda
Why BrainHi and not an answering service
"The answering service we initially looked into works by the minute and needed an estimate of call volume to be able to adapt the call center to our phone lines. They also needed information for every possible scenario they may encounter on calls."
, Jorge Bonnet, Propietario de La Hacienda
At the beginning of the COVID-19 pandemic, Jorge Bonet had chosen to open a spreadsheet for people to place their orders, but in just one week around 15,000 people signed up and it was impossible for La Hacienda to meet the demand through the answering service.
As soon as the team implemented BrainHi, the platform rescued and messaged over 600 missed calls, the vast majority of which were orders and requests from customers.
How BrainHi helped improve the sustainability of the business
Bonet says that choosing to integrate BrainHi into its operations was an excellent decision and presented an opportunity in the face of a crisis.
"When the pandemic began, businesses everywhere were forced to adapt. BrainHi quickly addressed our needs and delivered the perfect solution at the right time… Thanks to BrainHi, we tripled our sales during the pandemic!", Jorge Bonet, Owner de La Hacienda
"BrainHi was the only supplier to address all of our business concerns at once"
The importance of good customer service
After the implementation of BrainHi, La Hacienda has shown a notable improvement in customer service. The leadership team now has peace of mind because customers are attended to at all times. Customers always receive notifications via text messages with instructions and clear information on how to easily place their orders.
In the long term, Jorge Bonet projects improvements in customer service through BrainHi:
"Approximately 80% of calls are related to frequently asked questions… We can now efficiently provide all of this information to customers right away."
Further, Jorge Bonet shares that he is impressed by how quickly and easily customers have adapted to the automated system:
"Now our phone barely rings. Emails have decreased because frequently asked questions are answered automatically, and we don't need someone handling the calls.", Jorge Bonet, Owner de La Hacienda
Impact Beyond Sales
La Hacienda's transformation by the numbers
Ready to transform your business operations like La Hacienda? Contact our team to learn how BrainHi can help you increase sales, improve customer service, and automate your call management.