DoDo Pizza optimized customer service using the Oktell platform

2017

On March 20, 2017 the Alfa-Inform company announced optimization of customer service of contact center of DoDo Pizza company using the Oktell platform.

Optimization of the project

Using Oktell technologies in contact center of DoDo Pizza company acceptance and distribution of incoming calls was implemented, the ringing on the passed calls is automated. The communications system was customized so that to initiate the passed calls in rush hours. Representatives of DoDo Pizza paid attention that long listening of a tune causes discomfort in many, and made the decision not to force clients to remain on the line waiting for the answer. For this purpose using Oktell an opportunity to predict time during which the operator will be released, and to tell the subscriber when call back to it was implemented. Today contact the client on average within a minute. Thus, there is an economy not only the subscriber's time, but also expenses of the company on telephone communication, emphasized in Telephone systems.

During the project the Alfa-Inform company executed integration of Oktell with the cloud information system "Dodo IS". This system is own development of DoDo Pizza company which automates all production processes of network. Integration of Oktell with Dodo IS allowed to define information on the subscriber on the phone number that helped to reduce the average time of processing of a call by 20%. If earlier to the operator every time was required to fill a contact information calling, then now the communications system automatically performs information search about the client in the phone number and displays it the employee of CC.

At the beginning of 2017 the integrator implemented automatic outgoing call-down of subscribers that allowed to increase productivity of contact center of DoDo Pizza. If earlier to the employees also the manual dialing was necessary to spend time for search of contact in the tables Google Docs, then now these processes are completely automated. The communications system based on Oktell independently starts autocall-down if on change there are too much operators, and Service Level indicator rather high.

2015

On July 16, 2015 the Alfa-Inform company announced contact center of DoDo Pizza company upgrade.

Project Tasks

By the beginning of the project the call center of the international network of pizzerias DoDo Pizza worked at the Telphin virtual PBX platform. At the same time the majority of tasks was carried out in the manual mode. For example, employees looked for the necessary records of client calls manually. There was quite difficult also a system of "ringing": if waiting exceeded 1 minute, client calls were reset, and numbers were fixed in the tables Google Docs according to which then operators called.

DoDo Pizza, 2013

"When the quantity of pizzerias began to grow, we decided to simplify processes of telephone service. Integration of contact center with "Dodo IS" - our information system in which operators make out orders was necessary" - Maria Kovshikova, the head of contact center DoDo Pizza noted.

The company made the decision on upgrade of contact center on other platform. A choice of the platform for contact center DoDo Pizza was made, proceeding from requirements:

• ability to integrate with "Dodo IS";
• option of automatic "ringing";
• flexibility of work
• possibility of improvement of functionality;
• possibility of setup of detailed reports for customer service quality evaluation.

"We tested several versions of virtual PBX, and came to a conclusion that the solution on the Oktell platform of Alfa-Inform company perfectly suits us" - Maria Kovshikova said.

Project Progress

Specialists Alpha Inform configured uniform multichannel number of contact center "8 - 800". Then "Dodo IS" integrated with IP ATC Oktell thanks to what at the beginning of the conversation on the screen of the operator all data on the client associated with it in CRM by the phone number are displayed. It gives the chance at once to address the client by name and not to specify a contact telephone number.

In the presence of the active order from number of the calling client the voice menu implemented by specialists Alpha Inform suggests to listen to information on an order status. If there are no active orders from this number, a system connects the client to the operator.

Project Results

The system of an automatic ringing helped to exclude completely losses of orders owing to customer expectation on the line. When "understanding" by the system of exceeding of waiting time of connection with the operator of a comfortable threshold, to the client it is announced that the operator will make a call back, and there is a reset of a call. Automatically disconnected client gets from queue "calling" in line of those who need to call back.

Further a system finds the least busy operator and connects to the client from the list of those who need to call back. The operator receives the notification that this call - "ringing" to the client, and confirms to a system the readiness for a conversation.

The implemented online queue of waiting provides an order and timeliness of call processing at each stage - from the moment of receipt of an incoming call in a system, its transfer to queue to a call back and before the termination of an outgoing call to the client.

Specialists DoDo Pizza and Alpha Inform jointly configured 10 report types for assessment of different parameters of telephone customer service, including, speeds and qualities of work of operators.

According to the results of the project:

• Speed of telephone customer service increased:

• • customer expectation on the line in peak time – from 29 to 15 seconds was cut by half;
  • almost by 3.5 times the speed of "ringing" to the client increased

• Much more the quantity of calls and orders increased
  • the quantity of calls increased more than twice - from 17 thousand to 40 thousand;
  • to the project 14 thousand orders, after - more than 23 thousand orders a month were taken;

• The reporting for comprehensive job analysis of contact center is configured
• tens of report types allow to keep track of customer service quality and works of operators in parts.