Opus launches tool to turn franchise data into action

Opus Training, a training operations platform used by multi-unit brands, has launched Opus Recommendation Engine, a product designed to convert operational data and guest feedback into specific action steps for franchise and multi-unit operators, according to a company press release.

The tool pulls from data sources franchises already collect, including internal operational metrics, guest reviews and third-party platforms such as Google Reviews, and translates that information into recommended actions for managers and staff, the company said.

Opus said the product addresses a common gap in the industry: businesses often have access to substantial data but lack a clear system for turning that information into operational change.

Product benefits

For example, a pattern of customer complaints about order consistency could generate a series of steps for managers to reinforce best practices, according to the company. The system can also recommend changes to training or other actions, such as recognizing high-performing teams, and it tracks whether the resulting actions affect business outcomes.

Recommendation Engine is now available to all Opus customers, a group that includes more than 500 multi-unit brands in the U.S., such as Bonchon, Smashburger and Craveworthy Brands.

"The tools for the frontline have always been an afterthought, built by copying what worked for a desk job. We think that's backwards," Rachael Nemeth, founder and CEO of Opus Training, said in the release. "Every guest review, every missed order, every signal a business already has, most of it just evaporates. Recommendation Engine exists because we don't think data should evaporate. Every business already has the signal. We just built the part that was missing."

Case study results

Newk's Eatery tested the product during its beta phase, using it to launch an initiative called "Perfecting Order Accuracy," which directed additional training to locations with the highest volume of feedback about missing items. The company reported a 10% net improvement in missing-item incidents as a result.

"Recommendation Engine, including its Guest Feedback Integration, drives consistency in our business which is ultimately one of the most important drivers of success," Jessica Drahem, director of performance, development and culture at Newk's Eatery, said in the release. "We've been able to use it to focus our efforts on stores that need the most support, and our business is benefiting from that."