How Bikanervala Built Centralized Brand Visibility and Protected Revenue Using Famepilot
This case study explains how Bikanervala partnered with Famepilot in June 2022 to centralize reviews, listings, complaints, and marketplace visibility, helping leadership teams make faster, smarter decisions.
About the Brand Bikanervala
Bikanervala is a Indian multinational brand that offers traditional vegetarian sweets,namkeen (savouries), and restaurant meals. It is a trusted brand with strong offline recall. However, as the brand expanded digitally across Google, Zomato, and other platforms, managing brand perception became increasingly difficult.
Industry
QSR / Food & Beverage
Service Type
Dine-in, Delivery, Takeaway
Total Outlets
80+ locations across India
Business Mode
Mix of company owned, franchise outlets
Primary Objective
Centralized brand-level visibility and better control over customer experience
The Challenge: Insights Without Impact
Managing online reputation and operational visibility becomes complex when a brand scales across company-owned and franchise outlets.
Before onboarding Famepilot, Bikanervala, a well-known Indian food brand, faced several operational and reputation-related challenges:
- No centralized platform to track brand-level performance
- Reviews scattered across Google and Zomato for 80+ outlets
- No clear visibility between company-owned vs franchise outlet performance
- Manual review monitoring with delayed responses
- Difficulty tracking customer complaints at a brand level
- No single dashboard for leadership or customer support teams
- Lack of insights into outlet-wise ratings for specific time periods
In simple words, data existed, but it was fragmented. Teams knew issues existed but couldn’t act fast enough.
Why Bikanervala Chose Famepilot?
Bikanervala needed more than just a review management tool. They were looking for an all-in-one platform that could support scale. Key reasons why the Brand chose Famepilot are:
- Centralized dashboard for all outlets
- Brand-level and outlet-level visibility
- Ability to compare company-owned and franchise performance
- Automated review tracking and reporting
- Easy access to data for customer experience and leadership teams
- Real-time alerts linked directly to business impact
Famepilot’s Solution
Famepilot implemented only the modules relevant to Bikanervala’s operational needs.
1. Review Management
- Centralized review inbox for Google and Zomato
- Outlet-wise and period-wise rating reports
- Automated review monitoring
- Faster access to negative feedback for quick action
With Famepilot, Bikanervala could instantly view:
- Overall brand ratings
- Outlet-specific performance
- Platform-wise reports (Google vs Zomato)
All from a single dashboard.
2. Listings & Brand Visibility
- Centralized tracking of 80+ outlet listings
- Clear visibility at brand, city, and outlet level
- Elimination of manual page-by-page monitoring
Leadership teams could now check brand health in just a few clicks.
3. Complaint & CX Visibility
- Unified visibility of customer complaints
- Clear distinction between franchise and company-owned outlets
- Structured reporting for customer support teams
This helped internal teams understand where issues were recurring and which outlets needed immediate attention.
4. WhatsApp Automation Journey
One of the most impactful improvements was WhatsApp-based automation:
- Automated review and feedback workflows
- Faster internal communication
- Reduced dependency on manual follow-ups
This significantly improved response efficiency and team productivity.
5. Marketplace Monitoring (Revenue Protection)
Bikanervala also adopted Famepilot’s Marketplace Module, which directly impacted revenue.
Key capabilities:
- Real-time tracking of outlet online/offline status
- Alerts every 15 minutes if an outlet goes offline during business hours
- Brand-level visibility into potential revenue loss
If an outlet was supposed to be online but went offline, Famepilot immediately alerted the team, helping them act before orders were lost. This feature became critical because outlet downtime directly affects food delivery orders and brand trust.
Sumit Biswas
HEAD OF DEPARTMENT BIKANERVALA
Its almost 4 years now, we have been utilising Famepilot and have witnessed substantial growth and preparedness in their product adaptation based on market needs.
One outstanding attribute of Famepilot that impresses us is its cost-effectiveness and proactive nature in introducing new tools to try on.
Implementation Process
The onboarding and rollout followed a structured approach:
- Account onboarding (June 2022)
- Outlet and brand hierarchy setup
- Review and listing consolidation
- Dashboard configuration for leadership and CX teams
- Activation of automation and alerts
- Ongoing reporting and performance tracking
The platform was easy for teams to adopt, with most insights available instantly via dashboards.
Results and Impact
While the biggest win was visibility and control, Bikanervala also saw clear operational improvements:
- Centralized monitoring for 80+ outlets
- Brand-level and outlet-level rating reports available instantly
- Clear performance comparison between franchise and company-owned outlets
- Faster identification of offline outlets impacting revenue
- Reduced manual effort for CX and operations teams
- Leadership gained a single source of truth for decision-making
Most importantly, the brand moved from reactive management to proactive control.
Key Takeaways
- Centralized dashboards simplify multi-location brand management
- Real-time alerts help prevent revenue loss
- Brand-level visibility improves faster decision-making
- Automation reduces manual workload for teams
- Marketplace monitoring directly impacts business performance
Summary
This case study highlights how Bikanervala transformed its digital brand management using Famepilot. By centralizing reviews, listings, complaints, and marketplace visibility, the brand gained control, clarity, and confidence across 80+ outlets. Famepilot continues to support Bikanervala with scalable tools designed for growing, multi-location businesses.
Want similar visibility and control for your brand?
Book a demo with Famepilot today and see how centralized reputation and marketplace monitoring can drive growth.
