The Challenge
National pizza chains build their business on volume. The
faster they take and process orders, the more revenue they
make. It’s a straight forward business model, yet there are
hidden inefficiencies in their order processing workflows
that can impact revenue. When the franchise owners and
IT resources of two major national pizza chains decided to
leverage Ooma’s modern, flexible, cloud communications
solution to run their business better, they realized the
following benefits:
• No missed calls or orders.
• Faster order processing so they don’t lose business to
competitors.
• API’s provide real time tracking and reporting of call
and order processing data for 800 stores across the
US and Canada.
• Store-by-store reports and dashboards deliver improved
performance analysis.
Call answer time is a critical factor in fulfilling pizza orders
efficiently. In the case of one national pizza chain, Ooma’s
superior call quality and customization capabilities enabled
the pizza chain to design and deploy a call workflow that
was tailored to fit its business needs perfectly. A unique
phone number was provisioned for each store so calls route
directly to the desired store location. If the calls are not
answered within the designated ring threshold the calls
are automatically routed to a 3rd party cloud call center,
where agents take the orders and submit them via a digital
operations channel that prints the orders in the designated
store’s kitchen.
This was just the first step in enhancing the order fulfillment
process. The pizza chain and its IT / UCaaS consulting
company customized its unified communications as a
service (UCaaS) solution to provide each store manager
with call center data and performance reports. The
consultant built a management reporting portal and the
new layer of business intelligence enabled store managers
and franchise owners to make more informed business
decisions about areas for improvement and growth.
Many of the franchise owners run numerous stores, and now
they receive summary data along with details for each store,
such as:
• Average number of rings.
• Number of calls answered in-store or via the call center.
• Details regarding specific store performance.
Ooma engineered the in-store implementation that was very
fast and easy to deploy. It pre-configured the pizza chain’s
standardized call routing system on each phone and drop-
shipped the phones to the store managers for simple “plug
and play” deployment.
The Solution
Now the franchise owners and store managers have greater
predictability to anticipate peak volume times so they staff
accurately to meet demand. They also have gained new
insights to address under-performing stores with training
and other tactics to shore up service and sales. Now it is
easy to see and prioritize what’s critical versus spending
time on what’s not essential.
The pizza stores run more efficiently and management
has greater visibility and business intelligence from real-
time dashboards and reporting. This translates into better
store management, order processing time, and customer
satisfaction, which drives growth.
Large national pizza chains custom-fit UCaaS & Call Center
capabilities to drive eciencies and revenues.
Fast Food/Franchise/Retail
USE CASE
Ooma developed
the MyDay
dashboard to
enable call center
managers to see
both real-time
and historic
performance across
all agents within the
call center. Agents
can also see their
own views and
summaries of their
daily activities.
Ooma serves diverse customers in a wide range of industries, including:
How Ooma Delivers Business Value to Fast
Food/Franchise/Retail Companies.
A second pizza chain integrated its AI and Ooma’s
IVR system to serve repeat customers quickly in
multiple locations.
When customers of another major national pizza chain
call their local store’s phone number, the pizza chain’s
smart algorithms identify repeat customers and recent
order information via APIs into the Ooma call center and
UCaaS platform. Now the system can predict what repeat
customers want so orders can be processed faster. If the
system doesn’t identify the customer’s recent order, it
plays a pre-recorded message to the caller requesting
the customers have their address and credit card ready.
The length of the outgoing message is timed perfectly
to coincide with an overhead paging ringer in the store.
It rings twice so a staff member in the store has time to
answer the call quickly – by the first or second ring – and
take the order. In addition, all the phones in the store will
ring at the same time, so if there are multiple phones in each
store one will be answered quickly so inquiries and orders
are addressed efficiently.
A sophisticated, yet simple-to-deploy, customized queuing
system was created to ensure that up to six concurrent calls
can be answered at the same time.
Bottom line.
This pizza chain is starting to realize its goal of delighting
customers and driving loyalty with AI integrated into
Ooma’s customized call workflow to fulfill orders faster.
Best UCaaS Value.
Ooma provides the best VoIP call quality and reliability
because of our unique network of 7 data centers. Unlike
most UCaaS providers that route calls through one key
data center that could be half way across the world,
Ooma routes each call to the closest data center. Shorter
distances deliver the best call quality with no delays. Ooma
partners with many carriers to provide the greatest value to
its customers, along with the ability to instantly provision
local numbers in 100+ countries. And, Ooma IP phones are
automatically self-provisioned for fast and easy set up.
Flexibility, ease, and convenience
with Ooma Enterprise.
Fast-growing, fast-moving companies love the added
flexibility and agility they receive with these capabilities:
• Highest quality VoIP
• Conferencing – audio, video, web, rooms
• Call Center
• Drag & Drop IVR menu builder
• APIs and integration extensibility
• PCI security
• Door entry systems
• Paging
• Cordless DECT
• 99.999 % uptime and SLAs
Questions? Call 877-412-9552. Request a free consultation and personalized quote today.
Easily build custom call flows that fit your business perfectly.
Drag-N-Drop makes it simple and fast.
