From Manual Calls to Structured Workflows: Khazana Canada’s Communication Transformation
- jaswanthi mamidisetty
- May 18
- 4 min read
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.
Sanjeev Kapoor is one of India’s most recognized chefs, known for popularizing Indian cuisine globally through his restaurants, television shows, and hospitality ventures. He was awarded the Padma Shri in 2017 ; India’s fourth-highest civilian honour for his contribution to the culinary industry.
Challenges Khazana Canada Was Facing
Khazana Canada was handling multiple types of customer inquiries every day, including reservations, catering requests, private events, and general customer queries.
Initially, all customer inquiries came through Wix forms, after which the team manually followed up through phone calls and emails to continue the conversation.
As inquiry volumes increased, this process started becoming difficult to manage efficiently.
Whenever a new inquiry came in, the team had to:
Call or email the customer manually
Understand the customer’s requirements
Write down inquiry details internally
Track conversations through notes and discussions
Follow up with customers separately
Since everything was being handled manually, customer information and conversation history were often spread across calls, emails, and internal notes.
One of the biggest challenges was maintaining proper context between conversations.
The team was handling multiple customer calls throughout the day, and after attending to several inquiries, it became difficult to remember the exact details of a particular customer conversation without going back and checking notes or previous discussions again.
There were even situations where callbacks happened 1–2 days after a customer submitted a Wix inquiry form because the team was already managing multiple incoming inquiries simultaneously.
Another major challenge was lead prioritization.
Because inquiries were being managed manually, there was no structured way to identify which leads were high-intent and required immediate attention versus which inquiries had gone cold.
This made follow-up management more difficult and less organized as inquiry volumes increased.
Different inquiry types also required completely different conversations and information gathering.
For example:
A catering inquiry involved collecting detailed requirements
A private event inquiry needed longer conversations and follow-ups
Managing all these conversations manually at the same time became increasingly time-consuming for the team.
Main Operational Challenges
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What Khazana Needed
As inquiry volumes continued increasing, Khazana Canada needed a more structured way to manage customer communication and follow-ups efficiently.
They were looking for a solution that could:
Centralize all customer inquiries and conversations in one place
Help the team respond faster after Wix form submissions
Maintain proper conversation history and inquiry context
Reduce dependency on manual calls, emails, and note-taking
Make it easier to track and prioritize high-intent customer inquiries
Simplify follow-ups and overall inquiry management workflows
That’s when Khazana Canada started using Mercuri to streamline customer inquiry handling and automate WhatsApp communication workflows.
Why Khazana chose Mercuri
To bring more structure into their inquiry handling process, Khazana Canada implemented an automated workflow using Mercuri that organized customer inquiries from the moment a form was submitted.
Here’s how the workflow was structured using Mercuri:
Step 1: Inquiry Forms Connected to Mercuri
Whenever a customer submitted a form through the Khazana website, the inquiry was automatically captured inside Mercuri.
Instead of manually checking forms and reaching out later, all inquiries started entering a centralized workflow instantly.
Step 2: Inquiry Type Was Automatically Categorized
Mercuri automatically identified the type of inquiry submitted by the customer, such as:
Reservation inquiries
Catering requests
Private event inquiries
General customer queries
This removed the need for the team to manually review and organize each inquiry.
Step 3: Automated WhatsApp Responses Were Triggered
Based on the inquiry category, customers automatically received the relevant WhatsApp message along with the appropriate brochure or information.
For example:
Catering inquiries received catering-related details
Event inquiries received event-related communication
This helped the team reduce manual back-and-forth communication immediately after form submissions.
Step 4: Conversations Were Organized With Proper Context
Each conversation inside Mercuri was automatically labeled based on the inquiry type.
This gave the team immediate visibility into:
What the customer was looking for
Which conversation required priority attention
What previous context already existed
Instead of searching through calls, emails, or notes, the team could now view organized conversations from one centralized inbox.
Step 5: Faster Follow-Ups & Better Inquiry Management
Since inquiries were now structured and centralized, the team could:
Respond faster to customers
Track conversations more efficiently
Reduce delays in callbacks and follow-ups
Handle larger inquiry volumes in a more organized way
Khazana also implemented automated reminder workflows through Mercuri.
If a customer did not respond after the initial conversation, Mercuri automatically sent follow-up reminders after a day. This helped the team maintain consistent follow-ups without depending entirely on manual tracking or callbacks.
As a result, customer communication became more structured, timely, and easier to manage across different inquiry types.
What was previously a scattered manual workflow became a much more streamlined and scalable communication process using Mercuri.
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 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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