The most common scenario in a chain with more than 10 branches is that the headquarters gives the Google Map passwords of all branches to the dealers and loses control. An unprofessional response given by a branch manager to a customer in a fit of anger may end up on social media within hours, damaging the brand value of millions.
Recommended 3-Layer Approval Matrix
Scroll horizontally to view approval authority and SLA targets
| Comment Type | Approval Authority | Time Goal | Application Method |
|---|---|---|---|
| 5★ and 4★ Positive Reviews | Autonomous (AI Studio) | < 30 Seconds | Instant response that is personalized, friendly and includes menu praise. |
| 3★ Neutral & Service Delay | Regional Manager | < 2 Hours | Branch personnel are informed and approved via the general template. |
| 1★ and 2★ Serious Crisis / Hygiene | Headquarters Crisis Desk | < 15 Minutes | Specially prepared crisis protocol and compensation invitation directly by phone. |
Manage the Complexity of Authority from a Single Center
Backbone REFLEKS connects all branches of your chain to headquarters control with role-based user authorization.
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