A Casa do Pão de Queijo, one of Brazil's most traditional coffee shop brands, is constantly evolving. In ten months, the company increased its NPS (Net Promoter Score) by 25 points—the measure of franchisee satisfaction with the support and service provided by the chain.
This is the result of an internal survey that established in mid-2022 the company's NPS levels at 40 points, on a scale of -100 to 100, considered an "improvement zone", and in the most recent survey in January 2023, it jumped to 65, reaching the "quality zone", following the classification zones of the NPS methodology.
To mediate the relationship between the franchisor and franchisees, Casa do Pão de Queijo entered into a partnership with Yungass, a company specialized in management and communication technology for large networks.
A Yungas has a complete platform that centralizes several processes in a single system, guided by the Customer Success methodology, which provides a protected communication network and avoids rework and loss of information, in addition to being compliant with the LGPD (General Personal Data Protection Law).
Communication and management in one place
Through the partnership, Casa do Pão de Queijo uses four of the platform's modules Yungas: management, communication, operation and distance learning.
The company's Operations and Franchising Manager, Mariana Gambini Emerson, explains that improved communication within the network has boosted the engagement of franchisees and teams, in addition to taking advantage of the opportunities created for sales and training.
The tool can identify systemic issues, optimizing workflows. Previously, communication was decentralized, using email, extranets, and messaging apps, and there was no read confirmation, which made it difficult to achieve the expected results.
With the platform of Yungas, communication and several other network processes are controlled, organized and measured, ensuring the quality of service and the success of the franchisee.
Different modules for different needs
In addition to the management and communication modules, Casa do Pão de Queijo also uses training and checklist modules. The former provides educational videos from Pão de Queijo University, which all franchisees have access to, while the latter allows all inspections and monitoring, previously required in-person, to be conducted online by consultants and units.
By the end of the year, Casa do Pão de Queijo intends to adopt other features offered by Yungas.
In this first half of the year, the priority is to migrate the company's Excellence Program to the platform, which measures indicators to evaluate the performance of units and replicate best practices across the entire network.
About the Cheese Bread House
Casa do Pão de Queijo is one of Brazil's most traditional coffee shops, founded in 1967 by engineer Mário Carneiro in downtown São Paulo. The store became famous for selling cheese bread made by Mário's mother, Dona Arthêmia Carneiro, and sold 42 cheese breads in a single day, becoming a culinary attraction in the city and introducing the Minas Gerais delicacy into the diet of São Paulo residents. Currently, Casa do Pão de Queijo has over 600 outlets in every state of Brazil, including its own stores and franchises. The company constantly strives to improve the quality of its services and products, and its partnership with Yungas has been fundamental to achieving this goal.
