# Food Delivery Platform Boosts CSAT & Efficiency with Sanas Accent Translation

## Logistics

**Challenge**  
A major food delivery platform faced challenges maintaining high customer satisfaction (CSAT) and optimizing average handle time (AHT) across its support lines. Communication clarity, especially across diverse accents, was a key contributor to extended calls and escalations.

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**Solution**  
The platform deployed Sanas’s real-time Accent Translation and Noise Cancellation technology across multiple high-volume merchant support lines.

The results spoke volumes, both literally and figuratively. Focused on enhancing customer satisfaction and reducing call handling time across a portfolio of major restaurant brands, the vendor achieved measurable improvements that exceeded expectations, improving clarity and reducing accent-related friction between agents and callers **.**

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**Elevating Customer Satisfaction**  
One of the most impressive outcomes was a significant rise in **Customer Satisfaction (CSAT)**. With Accent Translation smoothing out regional accent variations and improving voice clarity, customers experienced more natural, seamless conversations with agents.

- CSAT scores rose from **3.7 to 4.47**, representing a **21% increase**.  
- The vendor not only met but **exceeded the CSAT target of 4.0**.  
- Additionally, **91% of customers rated their experience positively**, scoring 3–5 out of 5.

These results underscore how clearer communication can lead to deeper customer trust and satisfaction,  particularly in high-volume service environments.

**Reducing Average Handle Time**  
Sanas also had a substantial impact on operational efficiency. By eliminating communication friction, agents were able to resolve issues more quickly, confidently, and with fewer repetitions or clarifications needed.

- **Average Handle Time (AHT)** dropped from **3:45 to 2:58**, a **26% improvement**.  
- This 47-second reduction helped the vendor manage higher call volumes while maintaining quality.

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The food delivery platform supports a wide range of restaurant clients, from fast food to family dining. Here’s how the performance, when using Sanas, broke down by brand:

**Merchant A: National Pizza Chain**  
Handled over **10,000 calls** with remarkable efficiency:

- **97% conversion rate**  
- **Lowest escalation rate** among all brands at **6.88%**  
- **Average call duration:** 3.01 minutes

**Merchant B: Quick-Service Global Franchise**  
A high-volume client with a focus on speed:

- **22,234 calls processed**  
- **96% conversion rate**  
- **Shortest average call duration** at just **2.49 minutes**  
- **Escalation rate:** 10.88%

**Merchant C: Family Dining Brand**  
Serving more complex customer needs while maintaining solid results:

- **21,937 calls managed**  
- **92% conversion rate**  
- **Highest escalation rate:** 13.29%  
- **Average call duration:** 3.04 minutes

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**Conclusion**  
Sanas enabled this platform to deliver more efficient, effective, and satisfying customer support acting as a quiet but powerful driver of performance. By removing accent-related barriers, agents were able to communicate with greater clarity, resolve issues faster, and elevate the customer experience across three distinct merchant types.

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**About this Customer**  
A major food delivery platform that helps people order from local restaurants quickly and reliably, supported by a high-volume contact center that ensures smooth issue resolution, real-time order support, and a consistently positive customer experience.

**Industry** Food Delivery  
**Founded** 2013  
**Size** 500,000+  
**Using Sanas Since** 2024