How a top pizza chain used our cloud based call center to provide faster pizza delivery to its customers


                       


Originally an Italian pizza company this client has fast become a household pizza brand in in south east asia. We were able to help provide their customers with faster access to delicious pizza with our location based call center routing.


The Problem

The Pizza company had outlets all over the country. They wanted calls to the delivery hotline to reach directly to the pizza outlet which was geographically nearest to the customer. 


To get the calls to the nearest outlet, they had to rely on a manual operator who routed the calls by transferring them manually.  This system was very clumsy for both the customer who had to wait for the call to be transferred and the company who had to rely on a manual operator who did nothing but transfer calls to the right outlet. 


The Solution

We provided the client with a cloud call center system which could auto route the calls to the nearest pizza outlet thereby reducing the waiting time for the customer and reducing the time it takes from calling to receiving piping hot pizza! 


                           

(Call Flow diagram for location based routing)



With our CRM integration we can automatically get the customer's saved postal code based on his caller ID. 


This allows us to route the call directly to the pizza outlet nearest to his address by mapping postal codes to nearest delivery outlets. 


If the customer doesn’t have any information on the CRM (e.g new customer, or customer using a different phone number to call), the system prompts the user to enter his postal code on the phone and then routing the call to the nearest outlet (by using the same postal code to delivery outlet mapping).


Business Impact

A delicious customer experience. All that the the customer calling the delivery hotline cares about is getting fresh hot pizza at his doorstep as fast as possible. By integrating with the company CRM and routing the call to the nearest delivery outlet we reduced the manual steps and waiting time for the caller. This gave the callers a super smooth ordering experience which meant repeat business for the pizza chain. 


Cost savings. The automatic routing system allowed the pizza chain to free up their manual staff to support other departments. Because of the cloud based nature of our system, the pizza chain could do away with expensive switches and hardware PBXes, thus lowering their maintenance costs drastically. 


Ease of use. Thanks to our user friendly web based UI, it was easy for the call center manager to add support for more postal codes and outlets as and when new outlets were launched. 


By integrating with their CRM and existing systems for call popup, the pizza outlet could know the exact location and order history of the customer, thereby making the ordering and delivery process smoother. 


Scalability. Since our system is 100% cloud based, the customer can easily scale up or down depending on outlet launches and closures. Our monthly billing provided the client with the flexibility to pay for exactly what they use.