How Sumo Sushi Increased Customer Satisfaction to 97% and Saved 5,000 Hours a Year with Momos

Momos’ Unified Customer Platform for Multi-location Brands drives AI Customer Experience for leading GCC Brand.

Momos Partner: Since 2024

Locations: 10

Integrations: Google

>4.8

Google Rating

97%

CSAT Score

5000+

Hours Saved Per Year

Momos provides an overview of performance at the location level while addressing unhappy reviews in a timely and effective manner. It also generates insightful reports, offering actionable solutions for future improvement. The system provides real-time feedback, ensuring prompt action in resolving concerns.

Founded in 2000, Sumo Sushi & Bento sets the standard as the UAE’s first Japanese casual dining spot. Sumo Sushi expanded rapidly and grew its presence across the UAE, but found it challenging to scale Customer Experience and Brand Reputation at the same time.

They signed up with Momos’ Unified Customer Platform to scale their customer operations across all of their stores and were able to drive happier customers at every location, save thousands of hours every year, and make better data-driven decisions.

With Momos, they were able to achieve: ‍

An increase to a 4.8-star Google Rating
‍Putting them in the top 5% of businesses in the UAE.‍
Thousands of hours saved annually
‍Sumo Sushi was able to save an additional headcount for every 4 locations.
97% CSAT score
‍Happier customers at every location, more repeat visits, leading to increased lifetime value and revenue growth.

The Challenge: Scaling Customer Experience Without Increasing Costs

Sumo Sushi expanded across multiple locations, and maintaining a high level of customer experience became increasingly difficult. The leadership team faced these critical challenges:

Nonexistent Analytics
‍Without a centralized system, there were gaps in their data with no real insights, resulting in Sumo Sushi's inability to identify issues and make data-driven decisions.
Inconsistent Performance Across Locations
‍As Sumo Sushi scaled, measuring and maintaining quality across branches became very difficult. They could not identify common problems across all of their locations, making them impossible to address.
Too Many Reviews to Manage
‍While Sumo Sushi was already a customer favorite, the number of reviews and feedback were overwhelming across all its locations and channels, resulting in a review graveyard. Customers were left unanswered and unheard.

Sumo Sushi needed a scalable, data-driven approach to optimize its customer-facing operations without adding to operational costs.

The Solution: Momos AI-Powered Customer Platform

By implementing Momos AI, Sumo Sushi was able to power customer experience across all of their locations and channels, with every customer touchpoint tracked, analyzed, and automated in real-time.

AI-Powered Customer Service

Momos' AI Customer Platform automates all customer interactions across all locations, responding to customers 10x faster and driving insights in real time. Powering all customer interactions with AI reduced response time by 97% and ensured that Sumo Sushi was able to get back to all customers immediately without additional staff. Momos saved the company over 400 hours a month, equating to 1 headcount for every 4 locations.

Proactive Customer Recovery

Momos’ Customer Recovery brings back unhappy customers proactively with AI, across all channels and locations, both online and offline. Sumo Sushi increased its Customer Satisfaction Scores to 97%, bringing happier customers and more repeat visits.

AI Review Management and Boosting

Momos automates the entire Review Management process with AI, driving more reviews, better insights, and engaging customers across all channels. Sumo Sushi saw a 125% increase in online reviews and a 4.82-star Google rating, placing it in the top 5% of restaurants in the region.

Conclusion: Happier Customers at Every Location with AI Customer Experience Management

With Momos’ Unified Customer Platform, Sumo Sushi scaled customer experience across all their locations while saving thousands of hours each year. Momos increased customer satisfaction at every location, and increased customer engagement across all channels, both online and offline. Momos’s AI Customer Platform drives happier customers for leading multi-location brands, without the need for added headcount.