Automation / Cafe group

Catering enquiries that no longer sit in a shared inbox.

Three rooms, one inbox, and a catering request that waited overnight. We scored enquiries, drafted the reply, and left a human on the send button.

9 hrsSaved weekly

<2hFirst response

0Unapproved sends

Three hands raising two lattes and a dark drink together over a cafe table — The brand is hospitality. The problem was the inbox behind it. Photo: Unsplash / open license.

The brief

What they hired us to fix.

A four-person cafe group taking walk-ins, wholesale beans and catering. Everything landed in one Gmail. The person on the machine was also the person supposed to quote a wedding breakfast.

What shipped

The actual work.

Intake form on the site that tags catering, wholesale or press before anyone opens mail.
Scoring rules: headcount, date, budget. High-intent jobs jump the queue.
Drafted replies in their voice, with a human approval step. Nothing sends alone.
A shared board the floor team can check between services.
Handover notes, not a black box. They can change the prompts without us.

Bright cafe interior with a chalkboard menu, fiddle-leaf fig and a guest on a laptop — One of the rooms. Wholesale and catering mail was drowning the floor team.

What changed

Nothing waits overnight.

Nine hours a week came back to the floor. First response dropped under two hours, including Sundays. No customer has received a reply a human did not tap.

“We still sound like us. We just do not lose the wedding because someone was steaming milk.”

Joon Kim
COO, Kettle & Co

Photography on this page is from Unsplash, used under the Unsplash License. The brands and numbers describe studio case studies, not the photographers.