A well-established restaurant with over 30 years of entrepreneurial history decides to use AI forms to "listen to feedback"

In Nanjing, almost everyone knows "Nanjing Dapaidang." Over more than 30 years since its founding, it has grown from a roadside eatery into a catering group with over 100 outlets across multiple cities in China, incubating brands such as "Shi Wangfu," "Nanjing Dapaidang," and "Nanjing Chenxiang Duck Restaurant."

Hearing the Customer: From Experience to Data

As the business expanded, this time-honored brand also faced common challenges in the food service industry: How can we systematically capture genuine customer feedback? How can product development keep pace with market trends? How can we break down internal collaboration bottlenecks?

In the past, answers relied on word-of-mouth, experience, and hierarchical reporting. But in September 2025, Nanjing Dapaidang made a pivotal decision—leveraging DingTalk's AI-powered spreadsheets and AI meeting notes to transform "listening to advice" into a digitalized process that is traceable, shareable, and closed-loop.

Launch of Public Sentiment System: Letting Voices Find People Automatically

"Previously, we depended on store reports or complaint handling; real-time feedback from social platforms was hard to collect," said a responsible person at Nanjing Dapaidang.

Now, powered by DingTalk’s AI spreadsheet, the newly built “public sentiment system” automatically captures brand-related information from platforms like Xiaohongshu, Douyin, and Dianping. After data cleaning and categorization, it synchronizes instantly to the AI spreadsheet for analysis and tracking. Feedback about ingredients is also automatically pushed to relevant personnel.

"Before, it was 'people chasing tasks.' Now, it's 'tasks chasing people.' The system assigns tasks and sends reminders automatically, with full visibility of progress."

From Feedback to New Launches: Data-Driven Dish Iteration

Gathering feedback is just the beginning—the goal is driving product optimization.

Today, various dish-related comments—such as “portion size of Meiling porridge has decreased” or “miss the Gongfu Elbow”—are automatically categorized, counted, and fed into the “R&D Management System.”

By integrating multi-channel data through AI spreadsheets, R&D teams gain clear insights into customer concerns, pain points, and directions for improvement.

"Even 'listening to advice' now has systematic support."

For example, due to continuous nostalgic mentions on social media, “Gongfu Elbow” was detected and analyzed by the system, then redeveloped and relaunched back onto the menu.

Supply Chain Efficiency: From Chasing Tasks to Automated Workflow

In the past, procuring new ingredients required chefs to test samples, often relying on personal relationships, follow-ups, and waiting—with opaque processes.

Now, once procurement staff submit a sample request via the AI spreadsheet, the task is automatically assigned to the designated chef with a deadline. Only after confirmation at each step does the process move forward.

"It’s clear who needs to do what, what the progress is, and where bottlenecks occur."

This not only improves efficiency but also establishes standardized, traceable, and optimizable procedures.

Knowledge Accumulation: Meeting Notes Become Corporate Intelligence

Beyond process optimization, how can corporate knowledge be preserved? Nanjing Dapaidang adopted DingTalk’s AI meeting notes.

Content from executive meetings, pre-shift briefings, and training livestreams is automatically transcribed into text via AI meeting notes and synchronized to the company’s “knowledge base.”

These texts are integrated with operational data and policy documents in AI spreadsheets, enabling instant search and retrieval through DingTalk’s AI Assistant—turning them into intelligent corporate assets.

Data shows employees using AI meeting notes record an average of 30 minutes daily, digitizing vast amounts of frontline experience and management insights, preventing loss due to staff turnover.

Low-Barrier Tools, High-Value Systems

Nanjing Dapaidang’s digital transformation did not stem from top-down design, but evolved organically from business units addressing real pain points, gradually building systems using accessible, highly flexible tools like DingTalk’s AI spreadsheet.

"We already have major systems like ERP, OA, and CRM—the ‘major appliances’—to handle core operations," explained the manager. "But those flexible, cross-departmental needs were like ‘small appliances,’ difficult to implement before. Now, business teams can quickly build applications using AI spreadsheets themselves, delivering immediate results."

Starting with "listening to customers," this heritage brand is using AI tools to convert over three decades of experience into flowing data, efficient workflows, and continuously evolving intelligence. In the digital era, the flavor of a time-honored brand lies not only in tradition—but also in listening to every customer’s inner voice in new ways.

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