From Manual Calls to Structured Workflows: Khazana Canada’s Communication Transformation

About Khazana Canada

Khazana Canada by Sanjeev Kapoor is a restaurant and hospitality business offering both dine-in and online customer services.

With multiple customer touchpoints and inquiry types on their website, Khazana manages a wide range of customer interactions across reservations, catering, events, and online ordering experiences.

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Challenges Khazana Canada Was Facing

Khazana Canada was handling multiple types of customer inquiries every day.

Initially, all these inquiries were managed manually through phone calls.

Whenever a customer called, the team had to:

• Attend the call manually

• Understand the customer’s requirement

• Note down the details internally

• Coordinate with the relevant team member

• Follow up with the customer separately

  
  

As inquiry volumes started increasing, this process became difficult to manage efficiently.

Since there was no centralized system to organize conversations, customer information and inquiry details were often spread across calls, notes, and internal discussions.

Team members frequently had to go back and check previous conversations just to understand the context behind an inquiry before responding to the customer.

This started affecting day-to-day operations.

For example, a catering inquiry required completely different information compared to a reservation or private event request.

Because everything was being handled manually, the team had to spend additional time identifying the inquiry type, understanding customer requirements, and routing it to the right person internally.

During busy hours, managing multiple customer conversations at the same time became even more challenging.

The team was spending significant operational time on repetitive tasks like:

• Answering incoming calls

• Writing down customer details manually

• Tracking inquiry requirements internally

• Coordinating inquiries between departments

• Following up with customers manually

  
  

As a result:

• Response times started becoming slower

• Internal coordination required more effort

• Managing inquiry workflows became difficult to scale efficiently

• Teams spent more time managing communication instead of handling customers proactively

  
  

Key Challenges They Were Facing

• Customer inquiries were fully dependent on manual phone-call handling

  
  

• Team members manually noted customer details and inquiry requirements

  
  

• There was no centralized system to organize customer conversations

  
  

• Understanding the previous customer context required additional manual effort

  
  

• Managing reservations, catering, and private event inquiries together became difficult to organize

  
  

• Delays in customer responses increased during high inquiry periods

  
  

• Manual follow-ups and repetitive communication consumed significant staff time

What Khazana Needed

Khazana Canada was looking for a more structured and efficient way to manage customer communication workflows.

They needed a solution that could:

• Organize all customer inquiries in one place

• Automate initial customer communication

• Maintain proper conversation context for the team

• Reduce manual coordination between departments

• Help staff respond and assign inquiries faster

• Simplify follow-ups and inquiry tracking

  
  

That’s when Khazana Canada started using Mercuri to streamline customer inquiry handling and automate WhatsApp communication workflows.

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Why Khazana chose Mercuri

With multiple inquiry types coming through the website, the Khazana team needed a more organized way to manage customer communication.

To improve this process, Khazana implemented an automated inquiry handling workflow using Mercuri that categorized incoming form submissions based on the type of request submitted by the customer.

Depending on the inquiry type, customers automatically received the relevant WhatsApp response along with brochures.

Instead of managing separate communication flows for every inquiry category, the team structured everything within a centralized workflow using different conditional paths. This helped simplify operations while keeping the inquiry handling process organized.

Each conversation was also labeled according to the inquiry category, giving team members immediate context before responding.

As a result, the team could:

• quickly understand the nature of the inquiry,

  
  

• assign conversations to the appropriate department,

  
  

• reduce unnecessary internal coordination,

  
  

• and respond more efficiently from a centralized inbox.

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Conclusion

By moving from manual phone-call-based inquiry handling to a more structured communication workflow, Khazana Canada was able to organize customer conversations more efficiently across reservations, catering, private events, and general inquiries.

Looking to streamline customer inquiries for your restaurant, catering business, or hospitality brand?

Mercuri CX helps businesses automate WhatsApp communication, organize customer conversations, and build structured inquiry workflows without losing the human touch.

Explore how your team can simplify inquiry management with automated workflows and a centralized shared inbox.

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