How HolyWings Keeps Funnel Visibility Above 90% Across Every Brand
Running multiple restaurant and entertainment brands meant customer conversations were scattered, with no shared view of what was actually converting.
Interview with
Michelle Tan
Head of Brand Operations
6–10%
conversion rate
<3 min
average response time
<15%
lead drop-off rate
>90%
funnel visibility, per brand
About HolyWings
HolyWings operates a multi-brand hospitality and restaurant ecosystem. Customer messages may relate to different brands and outlets, so the team needs a way to respond quickly while retaining visibility into each brand's conversion path.
Messages from prospective guests do not all belong to the same team. The case therefore centers on brand-aware routing and the ability to see the path from an incoming inquiry to a qualified lead.
The Challenge
Before Cekat.AI, HolyWings managed customer engagement across its multi-brand restaurant ecosystem with limited end-to-end visibility.
When conversations were scattered across brands, the team could not easily see which inquiry had been answered, qualified, or passed to the right people. That left room for slow replies and leads dropping out of the journey.
“With several brands, it was easy to lose sight of which team needed to pick up a particular conversation.”
Cekat.AI Solutions for HolyWings
The approach for HolyWings combines several connected workflows, from the first conversation through team follow-up.
“We needed a shared view of incoming chats while keeping each brand's context clear for the team handling it.”
See conversations across brands without mixing their context
An omnichannel inbox gives the group a consolidated place to review conversations while preserving the brand context of each inquiry. A consolidated view helps managers notice unanswered questions while the specific outlet or brand remains visible to the responder.
Reply quickly when a guest asks about an outlet
The chat system supports timely first responses and a consistent path for customers asking about the group’s offerings. A timely first answer preserves the customer's interest and makes the next conversation step clear before the inquiry goes cold.
Send each qualified inquiry to the right brand team
Incoming leads can be qualified and directed to the relevant brand team instead of remaining in an undifferentiated message queue. Routing prevents a lead from sitting in a general queue after the team already knows which brand should handle it.
Results
The following outcomes reflect the figures recorded in the client's case-study material. Their scope follows the available data.
6–10% conversion rate. The case material records a 6–10% conversion range across the engagement flow. The range represents the outcome recorded for the case's tracked engagement flow, not a figure for every brand independently.
“The team can now look at response and lead progress per brand instead of treating all messages as one queue.”
<3 min average response time. The reported average response stayed under three minutes, shortening the wait after a customer first reached out. Faster replies reduce the window in which a prospective guest might move to another option before receiving information.
<15% lead drop-off rate. Fewer than 15% of leads dropped off along the tracked journey. This gives the team a way to examine where inquiries stop progressing and whether the handoff needs attention.
>90% funnel visibility, per brand. Brand-level tracking lets the group see most of the funnel without losing each brand's context. Tracking by brand keeps the group's overall view useful without hiding differences between individual operations.
