Tartares & Co is a unique restaurant group specialising in raw cuisine, with locations in Geneva and Lausanne, Switzerland. Founded by Vincent Orain and his partner Nicolas in 2014, the brand has expanded to four establishments, including a Parisian-style brasserie.
The challenge
Before working with Guestonline and Customer Alliance, Tartares & Co managed reservations manually and lacked a structured approach to handling feedback. This led to logistical issues and missed opportunities to improve the customer experience.
The solutions
Guestonline is a reservation software designed to streamline the booking process for restaurants.
Tartares & Co integrated Guestonline to address the growing complexity of managing reservations manually as the restaurant became more and more successful.
Customer Alliance is a review and feedback management platform that helps businesses collect and analyse customer feedback.
Tartares & Co integrated Customer Alliance to gain deeper insights into customer satisfaction and make informed improvements.
How Guestonline simplifies operations at Tartares & Co
Before implementing Guestonline, managing reservations was inefficient and time-consuming. Vincent explains:
“10 years ago, I had my physical reservation book with my little pencil. I was lucky because my first establishments did very well, very quickly. But it meant I had a lot of reservations to handle. Customers modify, they cancel, they change the date of their reservation. And so, it quickly became a problem”
Guestonline provides a central hub for reservation management. This transition from manual to digital made the reservation process more organised and allowed the team to deal with large numbers of bookings without confusion.
Much of the tool’s impact is down to Guestonline’s user-centric approach. Vincent explains:
“Today, I think we use it pretty much the same way we used it 10 years ago. So, for me, the main strength of Guestonline is its simplicity. It is very intuitive, easy to use, and it works well.”
This ease of use has been crucial in maintaining operational clarity and efficiency, ensuring that staff can focus on delivering excellent service rather than being bogged down by administrative tasks.
How Customer Alliance automate feedback management at Tartares & Co
Vincent knows that for Tartares & Co to stay at the top of their game, they need a firm grip on customer satisfaction. He says:
“The idea was to understand where we stand compared to our competitors. What are we doing well? What do we need to improve? This feedback is strategic information that we can use to improve our processes.”
But the challenge was how to collect a large volume of feedback in a structured way. With contact information populated through a seamless integration with Guestonline, Customer Alliance provides the means to send automatic review invitations to customers after their meal.
The reviews are gathered in one dashboard where the team can respond directly, preventing wasted time tracking down each review. As Vincent says:
“The best functionality for me is the automated collection of feedback. We have a lot of work to do and we’re not necessarily behind our computers all day long. It allows us to focus on what’s important, which is to ensure a good experience for our customers.”
Customer Alliance streamlines feedback collection, empowering Tartares & Co to easily gather and act on customer insights. This proactive approach ensures the restaurant maintains its high standards and can adapt to meet customers’ evolving preferences and expectations.
The results
Here’s a snapshot of the results Tartares & Co have achieved at their Cornavin location since starting with Customer Alliance:
- Satisfaction scores have increased by 7 percentage points (from 83% to an impressive 91%)
- The number of reviews has grown significantly, with the restaurant collecting 6x more reviews per year than they did prior to working with Customer Alliance
- Review response rate has soared from 3.36% to 92.28%
