How Pizzeria Popular improved its Google reputation in 6 months

One group, three brands, centralized review management

Grupo Popular manages Pizzería Popular, Lomitería Popular, and Milanesería Popular through one Cacao login. Each brand connects its own Google account with its corresponding locations. The group can oversee the combined operation, filter by brand, and compare individual locations.

Configure AI response tone and rules, users, permissions, alerts, review request campaigns, and reporting separately for each brand or location. Corporate users retain consolidated visibility while each team works within its assigned scope.

• One Cacao login connects three Google accounts, one for each brand.
• Each Google account retains its corresponding locations.
• Group oversight, brand filters, and location-level comparisons.

Corporate visibility and access for each franchisee

Grupo Popular uses a corporate user with visibility across the network. Each franchisee has access to its assigned location or locations, so an operator with several branches can work within that portfolio while corporate retains the combined view. Corporate determines which reviews a franchisee may respond to, such as all reviews or only negative reviews. Franchisees can receive and configure alerts for their assigned locations.

The access structure reflects the operator’s actual portfolio. A franchisee can have one location or several; granting access to those locations keeps its scope separate from the complete network view.

• Corporate user: visibility across the network.
• Franchisee user: access to its assigned location or locations.
• One operator can have multiple locations under the same assigned access.

Grupo Popular: getting negative reviews to the responsible area

Pizzeria Popular is part of Grupo Popular. In a separate review-management workflow, the group needed to make sure operational issues mentioned in reviews reached the people able to address them. Previously, Marketing or another monitoring team could see a review while the relevant department never received the information.

Grupo Popular configured five categories in Cacao: Product, Operations, Marketing, Systems, and Delivery Apps. These are the group’s own categories, not a fixed set required by Cacao.

For each Google review below 4 stars, Cacao AI assigns exactly one of those categories. Cacao applies the configured routing rule and automatically emails that category’s responsible recipient with the review and branch information.

A notified person who is an authorized Cacao user can open the review with their existing permissions to manage or respond, including reviewing, editing, and approving an AI-suggested response. The operational department receiving the alert does not have to be the person publishing the public reply.

The value is qualitative: relevant customer feedback reaches the people who need to know about it automatically. There are no verified quantitative results for this routing workflow; the earlier rating improvement belongs to the QR and WhatsApp reputation work. Notification and a published response do not establish that the underlying issue was resolved.

• Before: relevant departments did not consistently receive the issues appearing in reviews.
• Configuration: five customer-defined categories, each mapped to one email recipient.
• Workflow: negative Google review → one AI category → routing rule → email with review and branch context → manage/respond in Cacao.
• Categories control routing, not user access; the alert contains review information, not an AI summary.