{"id":41987,"date":"2023-11-18T08:04:20","date_gmt":"2023-11-18T07:04:20","guid":{"rendered":"https:\/\/respondelligent.com\/?page_id=41987"},"modified":"2025-06-17T09:26:53","modified_gmt":"2025-06-17T07:26:53","slug":"case-study-fwg","status":"publish","type":"page","link":"https:\/\/respondelligent.com\/de\/success-stories\/case-study-fwg\/","title":{"rendered":"Review Management f\u00fcr Restaurants mit mehreren Standorten"},"content":{"rendered":"

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global_colors_info=”{}”]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IjxoMT4iLCJhZnRlciI6IiJ9fQ==@[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ text_font=”|500|||||||” text_text_color=”#6d7c90″ text_font_size=”18px” custom_margin_tablet=”||||false|false” custom_margin_phone=”||||false|false” custom_margin_last_edited=”on|tablet” custom_padding=”||0px||false|false” custom_padding_tablet=”||25px||false|false” custom_padding_phone=”||25px||false|false” custom_padding_last_edited=”on|tablet” global_colors_info=”{}”]Familie Wiesner Gastronomie AG<\/span>
\n[\/et_pb_text][\/et_pb_column_inner][\/et_pb_row_inner][et_pb_row_inner _builder_version=”4.16″ background_color=”rgba(102,102,102,0.22)” background_color_gradient_direction=”165deg” background_color_gradient_start=”rgba(0,176,220,0.71)” background_color_gradient_end=”#f4f4f4″ custom_padding=”16px|24px|16px|40px|true|false” global_colors_info=”{}”][et_pb_column_inner saved_specialty_column_type=”1_2″ _builder_version=”4.16″ custom_padding=”8px||||false|false” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”204b25c5-5b4b-4698-83ee-f529ef81ea7d” text_font=”Century Gothic Regular||||||||” text_letter_spacing=”1px” text_line_height=”1.7em” header_4_text_color=”#686868″ global_colors_info=”{}”]<\/p>\n

CASE STUDY<\/h4>\n

[\/et_pb_text][\/et_pb_column_inner][\/et_pb_row_inner][\/et_pb_column][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Executive summary” module_id=”anzahl” _builder_version=”4.16″ custom_padding=”0px||1px|||” locked=”off” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ admin_label=”Zeile” module_id=”anzahl-bewertungen” _builder_version=”4.16″ custom_padding=”||0px|||” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_testimonial author=”Marc Lauper” job_title=”Teamguide Marketing & Digital Innovation” company_name=”Familie Wiesner Gastronomie AG” portrait_url=”https:\/\/respondelligent.com\/wp-content\/uploads\/2023\/11\/Marc_Lauper_photo.jpeg” quote_icon=”off” _builder_version=”4.21.0″ _module_preset=”default” body_font=”|700|||||||” body_font_size=”20px” author_font_size=”16px” author_line_height=”1.7em” position_font_size=”16px” company_font_size=”16px” background_enable_color=”off” use_background_color=”off” sticky_position=”top” sticky_offset_top=”30px” sticky_limit_bottom=”row” background_last_edited=”on|desktop” sticky_position_tablet=”none” sticky_position_phone=”none” sticky_position_last_edited=”on|desktop” border_color_all=”#8C8C8C” border_width_top=”1px” border_width_bottom=”1px” global_colors_info=”{}”]<\/p>\n

\u201cre:spondelligent ist f\u00fcr uns ein Management-Tool, das \u00fcber das Sammeln von Bewertungen hinausgeht. Es gibt einen \u00dcberblick \u00fcber jeden Brand und Einblicke, die dabei helfen, Muster und etwaige Qualit\u00e4tsprobleme in den Restaurants zu erkennen.\u201d<\/span><\/p>\n

[\/et_pb_testimonial][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_blurb title=”Problem” use_icon=”on” font_icon=”||divi||400″ icon_color=”#00b0dc” icon_placement=”left” admin_label=”Problem” _builder_version=”4.21.0″ _module_preset=”_initial” header_level=”h3″ body_font=”Century Gothic Regular||||||||” body_font_size=”1.12rem” body_line_height=”1.38rem” body_font_size_tablet=”1rem” body_font_size_phone=”1rem” body_font_size_last_edited=”on|desktop” body_line_height_tablet=”1.25rem” body_line_height_phone=”1.25rem” body_line_height_last_edited=”on|desktop” global_colors_info=”{}”]<\/p>\n

Die Verwaltung der Bewertungen von 35 Restaurants ist m\u00fchsam und zeitaufw\u00e4ndig. Bewertungsseiten sind haupts\u00e4chlich f\u00fcr einzelne Restaurants ausgelegt. Der Umgang mit verschiedenen Plattformen f\u00fcr einen einzigen Standort ist schwierig, aber wenn man 35 verwaltet, vervielfacht sich der Aufwand.<\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Ziel” use_icon=”on” font_icon=”||fa||900″ icon_color=”#fac405″ icon_placement=”left” admin_label=”Goal” _builder_version=”4.21.0″ _module_preset=”_initial” header_level=”h3″ body_font=”Century Gothic Regular||||||||” body_font_size=”1.12rem” body_line_height=”1.38rem” body_font_size_tablet=”1rem” body_font_size_phone=”1rem” body_font_size_last_edited=”on|desktop” body_line_height_tablet=”1.25rem” body_line_height_phone=”1.25rem” body_line_height_last_edited=”on|desktop” global_colors_info=”{}”]<\/p>\n

Erstens: Bewertungen sind ein wichtiger Touchpoint mit G\u00e4sten und sollten als Marketingtool und Basis f\u00fcr Massnahmen und Optimierungen genutzt werden.<\/p>\n

Zweitens: den Kundendienst zu entlasten, Zeit zu sparen durch Automatisierung und so wertvolle Ressourcen freizusetzen.<\/p>\n

Drittens: Innovationen in der Gastronomie anzuf\u00fchren mit neuen M\u00f6glichkeiten der Digitalisierung und mit neuen Technologien Schritt zu halten, um den Bed\u00fcrfnissen der neuen Generation gerecht zu werden.<\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Massnahmen & Ergebnisse” use_icon=”on” font_icon=”||fa||900″ icon_color=”#03d090″ icon_placement=”left” admin_label=”Solution & Results” _builder_version=”4.21.0″ _module_preset=”_initial” header_level=”h3″ body_font=”Century Gothic Regular||||||||” body_font_size=”1.12rem” body_line_height=”1.38rem” body_font_size_tablet=”1rem” body_font_size_phone=”1rem” body_font_size_last_edited=”on|desktop” body_line_height_tablet=”1.25rem” body_line_height_phone=”1.25rem” body_line_height_last_edited=”on|desktop” global_colors_info=”{}”]<\/p>\n

Der Kundendienst spart massiv Zeit ohne Qualit\u00e4tseinbussen. Vor re:spondelligent verbrachte das Team etwa 5 Stunden pro Tag mit der Bearbeitung der G\u00e4stefeedbacks. Jetzt brauchen sie nur noch 2 Stunden. Lag der Arbeitsaufwand also bei 50 %, wurde er mit re:spondelligent auf 20 % reduziert.<\/p>\n

Dank der Integration in Microsoft Power BI wurde das t\u00e4gliche und monatliche Reporting automatisiert, was den manuellen Aufwand deutlich reduzierte. Neben der Zeitersparnis erm\u00f6glicht uns re:spondelligent, mehr aus Bewertungen herauszuholen. Da viele Stakeholder beteiligt sind, helfen das Filtern nach Themenbereichen und andere Funktionen der App, das G\u00e4stefeedback besser zu verarbeiten.<\/p>\n

[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Key Learnings” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_row custom_padding_last_edited=”on|phone” admin_label=”Row” _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||||false|false” custom_margin_tablet=”10px||||false|false” custom_margin_phone=”10px||10px||true|false” custom_margin_last_edited=”on|tablet” custom_padding=”80px|70px|80px|70px|true|true” custom_padding_tablet=”80px|70px|80px|70px|true|true” custom_padding_phone=”80px|40px|80px|40px|true|true” border_radii=”on|5px|5px|5px|5px” box_shadow_style=”preset2″ box_shadow_blur=”15px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”204b25c5-5b4b-4698-83ee-f529ef81ea7d” ol_font=”Century Gothic Regular|700|||||||” ol_text_color=”#00b0dc” ol_font_size=”16px” header_4_text_color=”#00b0dc” global_colors_info=”{}”]<\/p>\n

Key Learnings<\/h3>\n

Kommunikation mit G\u00e4sten<\/span><\/h4>\n

F\u00fcr die Familie Wiesner Gastronomie AG (FWG) ist es wichtig, innerhalb von 48 Stunden G\u00e4stebewertungen individuell und pers\u00f6nlich zu beantworten. Standardantworten sind nicht akzeptabel. G\u00e4ste erwarten eine Antwort auf ihre Bewertung und das wird f\u00fcr die Generation Z noch wichtiger. Sie w\u00fcnschen oft gar keine pers\u00f6nliche Interaktion (kein Telefon oder Feedback vor Ort), alles muss online m\u00f6glich sein. <\/span><\/p>\n

re:spondelligent stellt alle notwendigen Tools zur Verf\u00fcgung, um schnell und effizient auf G\u00e4stefeedback zu reagieren und qualitativ hochwertige individuelle Antworten zu liefern. Seit die FWG re:spondelligent eingesetzt hat, stieg die Antwortrate auf \u00fcber 98 %<\/strong> und die durchschnittliche Antwortzeit sank auf einen Tag<\/strong>.<\/span><\/p>\n

Bessere Bewertungen<\/span><\/h4>\n

Google steht f\u00fcr die FWG im Mittelpunkt, da es vor allem f\u00fcr unentschlossene G\u00e4ste extrem wichtig ist. Google hat deutlich mehr Besucher als die eigene Homepage und hat TripAdvisor bei der Anzahl der Bewertungen und der Relevanz f\u00fcr G\u00e4ste \u00fcberholt. Das strategische Ziel von der FWG ist es, f\u00fcr alle Restaurants ein Rating von 4.5 oder h\u00f6her bei Google aufrechtzuerhalten.<\/span><\/p>\n

Die FWG versteht, dass es wichtig ist, G\u00e4ste zu animieren, nach ihrem Besuch Bewertungen abzugeben. Der n\u00e4chste Schritt ist die Verwendung von IWantTo.Review<\/a>, um noch mehr positive Bewertungen zu erhalten.<\/span><\/p>\n

Verst\u00e4ndnis<\/span><\/h4>\n

Bewertungen bieten ein grosses Potenzial, um zu verstehen, wie die G\u00e4ste ein Restaurant wahrnehmen und Einblicke in individuelle Erlebnisse zu erhalten. re:spondelligent hilft der FWG dabei, Feedback automatisiert in wertvolle Insights umzuwandeln. <\/span><\/p>\n

Mit intelligenten Filterm\u00f6glichkeiten erhalten Food Controller beispielsweise alle Informationen zum Thema Food Safety. Die Restaurants k\u00f6nnen leicht erkennen, welcher Kanal oder welches Thema zwickt, und die Zentrale hat einen \u00dcberblick \u00fcber jede Marke und jedes Restaurant. So kann die Leistung im Zeitverlauf verglichen und Trends fr\u00fchzeitig erkannt werden.<\/span><\/p>\n

Fazit<\/span><\/h4>\n

Bewertungen waren noch nie so wichtig wie jetzt. Die FWG ist noch dabei, alle verschiedenen Funktionen der App zu implementieren. Mit der Zeit und der intensiveren Nutzung von re:spondelligent hat die FWG bereits Fortschritte festgestellt. Sie sind bei der Bearbeitung von Online-Bewertungen schneller und effizienter geworden, ohne an Qualit\u00e4t zu verlieren.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Quote” _builder_version=”4.16″ _module_preset=”default” background_color=”#f4f4f4″ custom_margin_tablet=”80px||20px||false|false” custom_margin_phone=”10px||10px||false|false” custom_margin_last_edited=”on|tablet” custom_padding=”15px||15px||false|false” locked=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”204b25c5-5b4b-4698-83ee-f529ef81ea7d” text_orientation=”center” module_alignment=”center” min_height=”81.9px” global_colors_info=”{}”]<\/p>\n

\u201cEin grosses Plus von re:spondelligent ist, dass alles an einem Ort ist: 35 x 5 Bewertungsplattformen. Da macht man bei Einzelkontrolle nichts mehr anderes.\u201d<\/strong><\/h3>\n

Marc Lauper, Teamguide Marketing & Digital Innovation
<\/em><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Key Features” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”2_5,3_5″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”2_5″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”204b25c5-5b4b-4698-83ee-f529ef81ea7d” global_colors_info=”{}”]<\/p>\n

Die Familie Wiesner Gastronomie AG nutzt alle Features, die re:spondelligent heute bietet.<\/span><\/h4>\n

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1. Review Dashboard<\/strong><\/h4>\n

Hier kann die FWG alle auf verschiedenen Plattformen ver\u00f6ffentlichten Online-Bewertungen von mehreren Standorten \u00fcberwachen. Die Restaurantmanager k\u00f6nnen ganz einfach die neuesten Bewertungen einsehen und nach Bewertungen filtern, um zum Beispiel nach Kritik zu suchen. <\/span><\/p>\n

Die KI-gest\u00fctzte Inhaltsanalyse hilft nicht nur dabei zu sehen, was G\u00e4ste zu bestimmten Themen sagen, sondern misst auch die Leistung, um umsetzbare Insights zu gewinnen, beispielsweise dar\u00fcber, was verbessert werden muss.<\/span><\/p>\n

2. Antworten<\/strong><\/h4>\n

k\u00f6nnen direkt in der App geschrieben und ver\u00f6ffentlicht werden. Eine Kombination aus KI-gest\u00fctzten Antworten und Vorlagen erm\u00f6glicht es der FWG, schnell und individuell G\u00e4stebewertungen zu beantworten.<\/p>\n

3. Review Statistiken<\/strong><\/h4>\n

zeigen auf einen Blick die Performance eines einzelnen Standorts oder der gesamten Marke. Um Trends zu erkennen und Restaurants miteinander zu vergleichen, wird ein Online-Popularit\u00e4tsindex re:Score<\/a> verwendet.<\/span>\u00a0<\/span><\/p>\n

4. Benchmarking<\/strong><\/h4>\n

hilft die FWG, die Leistung der Konkurrenz zu erkennen, die wichtigsten Kennzahlen zu vergleichen und an Strategien zu arbeiten, um ihr Angebot noch attraktiver zu machen.<\/span><\/p>\n

5. Widgets<\/strong><\/h4>\n

Die FWG glaubt an Review Showcasing, um mehr G\u00e4ste anzulocken. Deshalb nutzen sie die re:spondelligent-Widgets auf den Webseiten ihrer Restaurants, dort, wo man sich die Speisekarte ansehen und sofort einen Tisch reservieren kann.<\/span><\/p>\n

6. IWantTo.Review<\/strong><\/h4>\n

ist die L\u00f6sung, um mehr Online-Bewertungen zu sammeln. Intelligente, anpassbare Landingpages k\u00f6nnen mit G\u00e4sten nach ihrem Besuch geteilt werden, um sie zu animieren, eine Bewertung abzugeben und ein durchg\u00e4ngiges CRM aufzubauen.<\/span><\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/respondelligent.com\/wp-content\/uploads\/2023\/11\/Review_Dashboard_FWG.jpg” alt=”review-dashboard-screenshot” title_text=”review-dashboard-screenshot” _builder_version=”4.21.0″ _module_preset=”default” box_shadow_style=”preset1″ box_shadow_blur=”12px” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”https:\/\/respondelligent.com\/wp-content\/uploads\/2023\/11\/nooch_review_widget.jpg” alt=”nooch_review_widget” title_text=”nooch_review_widget” align=”center” _builder_version=”4.21.0″ _module_preset=”default” box_shadow_style=”preset1″ box_shadow_blur=”12px” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”https:\/\/respondelligent.com\/wp-content\/uploads\/2023\/11\/nooch_iwtr.png” alt=”nooch_iwtr” title_text=”nooch_iwtr” _builder_version=”4.21.0″ _module_preset=”default” box_shadow_style=”preset1″ box_shadow_blur=”12px” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”About” module_id=”anzahl” _builder_version=”4.21.0″ custom_margin_tablet=”10px||10px||true|false” custom_margin_phone=”10px||10px||true|false” custom_margin_last_edited=”on|phone” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ admin_label=”Zeile” module_id=”anzahl-bewertungen” _builder_version=”4.16″ custom_padding=”||0px|||” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_image src=”https:\/\/respondelligent.com\/wp-content\/uploads\/2023\/11\/Logo_FWG_yellow.png” alt=”Logo_FWG_yellow” title_text=”Logo_FWG_yellow” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”204b25c5-5b4b-4698-83ee-f529ef81ea7d” global_colors_info=”{}”]<\/p>\n

About<\/h3>\n

Die Familie Wiesner Gastronomie AG (FWG) \u2013 ein Familienunternehmen, das seit den 90er-Jahren erfolgreich in der Deutschschweiz t\u00e4tig ist und zu den 20 gr\u00f6ssten Schweizer Gastronomieunternehmen geh\u00f6rt. Mit fast 1’000 Mitarbeitenden aus rund 70 L\u00e4ndern betreiben sie 35 Betriebe.<\/span><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”CTA” module_id=”anzahl” _builder_version=”4.21.0″ custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][et_pb_row custom_padding_last_edited=”on|phone” _builder_version=”4.21.0″ _module_preset=”default” use_background_color_gradient=”on” background_color_gradient_direction=”165deg” background_color_gradient_stops=”rgba(0,176,220,0.76) 58%|rgba(250,196,5,0.37) 83%” background_color_gradient_start=”rgba(0,176,220,0.76)” background_color_gradient_start_position=”58%” background_color_gradient_end=”rgba(250,196,5,0.37)” background_color_gradient_end_position=”83%” custom_padding=”104px|32px|80px|32px|false|true” custom_padding_tablet=”30px|30px|30px|30px|true|true” custom_padding_phone=”|10px||10px|true|true” border_radii=”on|16px|16px|16px|16px” box_shadow_style=”preset1″ box_shadow_color=”rgba(0,176,220,0.35)” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ header_2_font=”|700|||||||” header_2_font_size=”42px” header_2_line_height=”1.2em” header_3_font=”|700||on|||||” header_3_text_color=”rgba(255,255,255,0.66)” header_3_font_size=”14px” header_3_letter_spacing=”4px” header_3_line_height=”1.4em” text_orientation=”center” background_layout=”dark” header_2_font_size_tablet=”33px” header_2_font_size_phone=”24px” header_2_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”]<\/p>\n

Verbessern Sie Ihr Review Management<\/h2>\n

COLLECT. IMPROVE. RESPOND mit re:spondelligent<\/h3>\n

[\/et_pb_text][et_pb_button button_url=”https:\/\/respondelligent.com\/pricing\/” url_new_window=”on” button_text=”Mehr erfahren” _builder_version=”4.21.0″ _module_preset=”default” button_text_size=”14px” button_text_color=”#000000″ button_bg_color=”#FFFFFF” button_border_width=”0px” button_letter_spacing=”6px” button_font=”Century Gothic Regular|700||on|||||” button_use_icon=”off” custom_margin=”||||false|false” custom_padding=”16px||16px||true|false” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.27.4″ _module_preset=”default” background_color=”#f4f4f4″ saved_tabs=”all” global_colors_info=”{}” global_module=”47894″ theme_builder_area=”post_content”][et_pb_row column_structure=”1_5,1_5,1_5,1_5,1_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”b371a08f-6354-427c-95c1-c854b326b5de” locked=”off” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

Ziele<\/h3>\n

Review Monitoring<\/a><\/p>\n

Review Analytics<\/a><\/p>\n

Review Responding<\/a><\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”b371a08f-6354-427c-95c1-c854b326b5de” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

Top Funktionen<\/h3>\n

re:Score<\/a><\/p>\n

Review Widgets<\/a><\/p>\n

Benchmarking<\/a><\/p>\n

Antwortvorlagen<\/a><\/p>\n

KI-Antworten<\/a><\/p>\n

Zertifikate<\/a><\/p>\n

\u00d6ffnungszeiten<\/a><\/p>\n

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Kunden<\/h3>\n

Restaurantgruppen<\/a><\/p>\n

Einzelrestaurants<\/a><\/p>\n

Hotel-Restaurants<\/a><\/p>\n

Hotels<\/a><\/p>\n

Campings<\/a><\/p>\n

Ladenketten<\/a><\/p>\n

[\/et_pb_text][et_pb_text admin_label=”IWTR” _builder_version=”4.27.4″ _module_preset=”b371a08f-6354-427c-95c1-c854b326b5de” text_line_height_tablet=”” text_line_height_phone=”” text_line_height_last_edited=”on|phone” link_font_size_tablet=”” link_font_size_phone=”” link_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}” link_letter_spacing__hover=”1px” link_letter_spacing__hover_enabled=”off|desktop” theme_builder_area=”post_content”]<\/p>\n

IWantTo.Review<\/h3>\n

Zur \u00dcbersicht<\/a><\/p>\n

aleno-Integration<\/a><\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”b371a08f-6354-427c-95c1-c854b326b5de” text_line_height_tablet=”” text_line_height_phone=”” text_line_height_last_edited=”on|phone” link_font_size_tablet=”” link_font_size_phone=”” link_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}” link_letter_spacing__hover=”1px” link_letter_spacing__hover_enabled=”off|desktop” theme_builder_area=”post_content”]<\/p>\n

Ressourcen<\/h3>\n

Studien<\/a><\/p>\n

Kundengeschichten<\/a><\/p>\n

Interviews<\/a><\/p>\n

Anleitungen<\/a><\/p>\n

Ratgeber<\/a><\/p>\n

Product Updates<\/a><\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”b371a08f-6354-427c-95c1-c854b326b5de” text_line_height_tablet=”” text_line_height_phone=”” text_line_height_last_edited=”on|phone” link_font_size_tablet=”” link_font_size_phone=”” link_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}” link_letter_spacing__hover=”1px” link_letter_spacing__hover_enabled=”off|desktop” theme_builder_area=”post_content”]<\/p>\n

Firma<\/h3>\n

\u00dcber uns<\/a><\/p>\n

Preise<\/a><\/p>\n

Career<\/a><\/p>\n

Referral<\/a><\/p>\n

Legal <\/a><\/p>\n

Media<\/a><\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”b371a08f-6354-427c-95c1-c854b326b5de” text_font_size=”17px” text_line_height=”1.6em” text_line_height_last_edited=”off|desktop” locked=”off” global_colors_info=”{}” link_letter_spacing__hover=”1px” link_letter_spacing__hover_enabled=”off|desktop” theme_builder_area=”post_content”]<\/p>\n

Firmensitz:<\/h3>\n

re:spondelligent LLC
<\/a>B\u00fcelstrasse 8
6442 Gersau
Schweiz<\/p>\n

\u2706\u00a0+41 41 588 16 62<\/a><\/p>\n

[\/et_pb_text][et_pb_button button_url=”https:\/\/respondelligent.com\/en\/contact\/” button_text=”Kontakt” button_alignment=”left” _builder_version=”4.27.4″ _module_preset=”default” button_bg_color=”#00b0dc” button_border_color=”#00b0dc” button_border_radius=”6px” button_font=”Century Gothic Regular|600|||||||” button_icon=”||divi||400″ button_border_color_tablet=”#00b0dc” button_border_color_phone=”#00b0dc” button_border_color_last_edited=”on|desktop” box_shadow_style=”none” global_colors_info=”{}” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#FFFFFF” button_bg_enable_color__hover=”on” button_border_color__hover_enabled=”on|desktop” button_border_color__hover=”#00b0dc” background_layout__hover_enabled=”on|desktop” background_layout__hover=”light” button_text_color__hover_enabled=”on|hover” button_text_color__hover=”#00b0dc” theme_builder_area=”post_content”][\/et_pb_button][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”||||false|false” custom_margin_tablet=”10px||||false|false” custom_margin_phone=”10px||||false|false” custom_margin_last_edited=”on|phone” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_divider color=”#000000″ _builder_version=”4.27.4″ _module_preset=”default” min_height=”13px” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_2″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” text_text_color=”#000000″ global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

All rights reserved re:spondelligent GmbH, Schweiz<\/p>\n

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Fallstudie Familie Wiesner Gastronomie: Review Management f\u00fcr Restaurants mit mehreren Standorten, mehr als das Sammeln von Bewertungen.<\/p>\n","protected":false},"author":2,"featured_media":41983,"parent":33254,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"

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Familie Wiesner Gastronomie AG<\/span><\/p>

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CASE STUDY<\/h4>

[\/et_pb_text][\/et_pb_column_inner][\/et_pb_row_inner][\/et_pb_column][\/et_pb_section][et_pb_section fb_built=\"1\" admin_label=\"Executive summary\" module_id=\"anzahl\" _builder_version=\"4.16\" custom_padding=\"0px||1px|||\" locked=\"off\" global_colors_info=\"{}\"][et_pb_row column_structure=\"1_2,1_2\" admin_label=\"Zeile\" module_id=\"anzahl-bewertungen\" _builder_version=\"4.16\" custom_padding=\"||0px|||\" global_colors_info=\"{}\"][et_pb_column type=\"1_2\" _builder_version=\"4.16\" global_colors_info=\"{}\"][et_pb_testimonial author=\"Marc Lauper\" job_title=\"Teamguide Marketing & Digital Innovation\" company_name=\"Familie Wiesner Gastronomie AG\" portrait_url=\"https:\/\/respondelligent.com\/wp-content\/uploads\/2023\/11\/Marc_Lauper_photo.jpeg\" quote_icon=\"off\" _builder_version=\"4.21.0\" _module_preset=\"default\" body_font=\"|700|||||||\" body_font_size=\"20px\" author_font_size=\"16px\" author_line_height=\"1.7em\" position_font_size=\"16px\" company_font_size=\"16px\" background_enable_color=\"off\" use_background_color=\"off\" sticky_position=\"top\" sticky_offset_top=\"30px\" sticky_limit_bottom=\"row\" background_last_edited=\"on|desktop\" sticky_position_tablet=\"none\" sticky_position_phone=\"none\" sticky_position_last_edited=\"on|desktop\" border_color_all=\"#8C8C8C\" border_width_top=\"1px\" border_width_bottom=\"1px\" global_colors_info=\"{}\"]<\/p>

\u201cre:spondelligent is for us a management tool that goes beyond collecting reviews. It gives an overview of each brand and provides insights that help identify patterns and any quality issues in the restaurants.\u201d<\/span><\/p>

[\/et_pb_testimonial][\/et_pb_column][et_pb_column type=\"1_2\" _builder_version=\"4.16\" global_colors_info=\"{}\"][et_pb_blurb title=\"Problem\" use_icon=\"on\" font_icon=\"\ue0f9||divi||400\" icon_color=\"#00b0dc\" icon_placement=\"left\" admin_label=\"Problem\" _builder_version=\"4.21.0\" _module_preset=\"_initial\" header_level=\"h3\" body_font=\"Century Gothic Regular||||||||\" body_font_size=\"1.12rem\" body_line_height=\"1.38rem\" body_font_size_tablet=\"1rem\" body_font_size_phone=\"1rem\" body_font_size_last_edited=\"on|desktop\" body_line_height_tablet=\"1.25rem\" body_line_height_phone=\"1.25rem\" body_line_height_last_edited=\"on|desktop\" global_colors_info=\"{}\"]Managing reviews of 35 restaurants is extremely labourous and time consuming. Review sites are mainly designed for individual restaurants. Handling different platforms for a single location is difficult, but when you manage 35, the effort is multiplied.\u00a0<\/span>[\/et_pb_blurb][et_pb_blurb title=\"Goal\" use_icon=\"on\" font_icon=\"\uf140||fa||900\" icon_color=\"#fac405\" icon_placement=\"left\" admin_label=\"Goal\" _builder_version=\"4.21.0\" _module_preset=\"_initial\" header_level=\"h3\" body_font=\"Century Gothic Regular||||||||\" body_font_size=\"1.12rem\" body_line_height=\"1.38rem\" body_font_size_tablet=\"1rem\" body_font_size_phone=\"1rem\" body_font_size_last_edited=\"on|desktop\" body_line_height_tablet=\"1.25rem\" body_line_height_phone=\"1.25rem\" body_line_height_last_edited=\"on|desktop\" global_colors_info=\"{}\"]The goal is threefold. First, reviews are an important touchpoint with guests and should be used as a marketing tool and base for evaluations and optimizations. Second, unburden customer service, save time with automation, and free up valuable resources. Third, lead innovation in gastronomy with new digitalization opportunities and keep pace with technology to meet the needs of the new generation.<\/span>[\/et_pb_blurb][et_pb_blurb title=\"Solution & Results\" use_icon=\"on\" font_icon=\"\uf058||fa||900\" icon_color=\"#03d090\" icon_placement=\"left\" admin_label=\"Solution & Results\" _builder_version=\"4.21.0\" _module_preset=\"_initial\" header_level=\"h3\" body_font=\"Century Gothic Regular||||||||\" body_font_size=\"1.12rem\" body_line_height=\"1.38rem\" body_font_size_tablet=\"1rem\" body_font_size_phone=\"1rem\" body_font_size_last_edited=\"on|desktop\" body_line_height_tablet=\"1.25rem\" body_line_height_phone=\"1.25rem\" body_line_height_last_edited=\"on|desktop\" global_colors_info=\"{}\"]<\/p>

Customer service saves a lot of time without loss of quality. Before re:spondelligent, the team spent approximately 5 hours per day on handling guest feedback. Now, they only need 2 hours. So if the workload was 50%, with re:spondelligent, it became 20%.<\/span><\/p>

Thanks to the integration with <\/span>Microsoft Power BI, daily and monthly reporting has been automated, which greatly reduced the amount of manual work. Apart from time saving, re:spondelligent allows us to make more out of reviews. As there are many stakeholders involved, filtering options and other features of the app help better process guest feedback.<\/span><\/p>

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Key Learnings<\/h3>

Communication with guests<\/span><\/h4>

For Familie Wiesner Gastronomie AG (FWG), it is essential to respond to guest reviews individually and personally within 48 hours. Standard responses are not acceptable. Guests expect an answer to their reviews, and it is becoming even more important for Generation Z. They don't want any personal interaction, everything has to be possible online.<\/span><\/p>

re:spondelligent provides all the necessary tools to respond to guests quickly and efficiently and to provide high-quality individual responses. Since FWG has been using re:spondelligent, their response rate increased to over 98%<\/strong>, and the average response time went down to one day<\/strong>.<\/span><\/p>

Better reviews<\/span><\/h4>

Google is the main focus for FWG, as it is extremely important for undecided guests. Google has way more visitors compared to an own homepage, and it has overtaken Tripadvisor in the number of reviews and relevance for guests. The strategic goal of FWG is to maintain a rating of 4.5 or higher on Google for all restaurants. They understand that to get more positive reviews, they need to encourage guests to leave reviews after their visits. The next step would be to use IWantTo.Review for this purpose.<\/span><\/p>

Understanding<\/span><\/h4>

Reviews offer an untapped potential for gaining a better understanding of how guests perceive a restaurant and give insights into individual experiences. re:spondelligent helps FWG turn feedback into valuable data. For example, with smart filtering options, food control specialists can get all the information on the subject of food safety. The restaurants can easily see which channel or which topic needs a tweak, and the headquarters have an overview of each brand and can compare the performance over time.\u00a0<\/span><\/p>

Conclusion<\/span><\/h4>

Reviews have never been as important as now. FWG is still in the process of implementing all the different features available in the app. However, with the time and more intensive use of re:spondelligent, FWG has already noticed progress. They have become faster and more efficient with handling online reviews without losing quality. <\/span>
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\u201cA big plus of re:spondelligent is that everything is in one place: 35 x 5 review platforms. You don't need to do any individual checks anymore.\u201d<\/strong><\/h3>

Marc Lauper, Teamguide Marketing & Digital Innovation
<\/em><\/p>

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Familie Wiesner Gastronomie AG is using a full range of features that re:spondelligent offers today.<\/span><\/h4>

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1. Review Dashboard<\/strong><\/h4>

where FWG can monitor all their online reviews published on different platforms across multiple locations. The restaurant managers can easily see the latest reviews and filter by rating to check for negative cases. AI-powered content analysis not only helps see what guests say about certain topics but also measures the performance to create actionable insights, such as what needs improvement.<\/span><\/p>

2. Review Responses<\/h4>

can be written and published right in the app. A combination of AI-powered responses and templates lets FWG respond to guest reviews quickly and individually.\u00a0<\/span><\/p>

3. Review statistics<\/strong><\/h4>

reveal the performance of one single location or the whole brand at a glance. An online popularity index re:Score is used to identify trends and to compare restaurants to each other.\u00a0<\/span><\/p>

4. Benchmarking<\/strong><\/h4>

helps FWG see how the competitors are doing, compare the key metrics, and work on strategies to make their offering even more attractive.\u00a0<\/span><\/p>

5. Widgets<\/strong><\/h4>

FWG believes in showcasing reviews to attract more guests. Therefore, they are using re:spondelligent Widgets on the websites of their restaurants where people can view the menu and book a table right away.\u00a0<\/span><\/p>

6. IWantTo.Review<\/strong><\/h4>

is the solution to collect more online reviews. Smart customizable landing pages can be shared in post-visit communication with guests to encourage them to leave a review.<\/span>
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About<\/h3>

Familie Wiesner Gastronomie AG (FWG) - a family business that has been operating successfully in German-speaking Switzerland since the 1990s. It belongs to the 20 largest Swiss gastronomy companies. With almost 1'000 employees from around 70 countries, they operate 35 establishments.<\/span>
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Get better at review management<\/h2>

COLLECT. IMPROVE. RESPOND with re:spondelligent<\/h3>

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