SIMPLR CASE STUDY

CAVA
preserves brand
and voice with Simplr 

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“2017 was an amazing year for CAVA. As we saw this growth happening — we knew that we need(ed) to find the right types of scalable solutions to help ensure the customer experience remained unchanged and the Simplr team was a great partner throughout this!”

BACKGROUND:

CAVA was born out of a desire to fuel full lives through a bold and innovative food culture rooted in the heritage of the culinary brand’s founders.

CAVA can trace its roots back to a single restaurant in Rockville, Maryland, and today includes more than 60 Chef-casual restaurants and a line of Chef-crafted dips and spreads sold in more than 250 Whole Foods Market locations and specialty grocery stores.

By the end of 2018, CAVA will have 75 locations nationwide.
We sat down with Meg Schiffman, Director of Marketing at CAVA, to talk about the companies significant growth, reservations on bringing in an external partner to help scale their customer experience efforts and why Simplr was the solution that fit.

THE CHALLENGE:

CAVA is passionate about their brand and their employees. Who they are as a company is embodied in their external image as well as in the employees that they hire to represent them.

One of CAVA’s core values is humility, which means that no person is above any job. Every employee is encouraged to jump in and help no matter the problem. This is a value that is intrinsic to their company DNA.

With their business growing at an unprecedented rate, they knew they needed to bring in external resources to help scale their customer experience efforts. CAVA wanted to be sure that any external company they engaged would be able to match the same level of customer service as the employees that they’ve lovingly and carefully trained. When speaking about her reservations on bringing in an external solution, Meg Schiffman said, “As you’re growing and solidifying your customer experience philosophy, you run the risk of partnering with a group who doesn’t fully understand what that looks like.”

THE SOLUTION:

Because CAVA had such a well defined customer experience philosophy, they were confident that partnering with Simplr to handle their customer experience efforts would be a success. Meg said, “If you’re at a place where you’re confident and consistent with your customer interactions, then you’ll be able to package that in a way that someone could repurpose, rearticulate, and mirror in any situation”.

Sharing those clearly defined messages with Simplr ensured that CAVA’s customers never felt a change in service and every interaction with a Simplr partner was as genuine as the experiences they have come to expect.

Here’s what Meg had to say about the relationship. “2017 was an amazing year for CAVA thanks to our guests and our team members. As we saw this growth happening — we knew that we need(ed) to find the right types of scalable solutions to help ensure the customer experience remained unchanged and the Simplr team was a great partner throughout this!”

 CAVA wanted to be sure that any external company they engaged would be able to match the same level of customer service as the employees that they’ve lovingly and carefully trained. 

About Simplr

Simplr was incubated and funded by Asurion, the largest technology protection and support provider in the world. Serving more than 300 million customers today, Asurion gives Simplr the secure financial backing and access to a broad range of customer service capabilities developed over its 23-year old heritage of customer experience excellence. Where enterprise-level solutions are costly and restrictive, Simplr can provide world-class customer support tailored specifically to the needs (and budgets) of high growth startups.

 

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