The Problem
The telephone is a vital channel for
restaurant patron contact, take-out orders,
reservations and business intelligence. How
can a large, multi-site restaurant chain
best manage this vital resource?
Particularly if you are growing your
carry-out business or increasing your
emphasis on banquets and catering, you are
becoming increasingly reliant on the voice
channel. If customers get a busy signal,
wait on hold, or receive poor service on the
phone, they are more likely to call your
competition for dinner or schedule their
next company event. Do you know how many of
your customers got a busy signal when they
called one of your sites (and probably took
their business elsewhere)? Or how a special
menu performed in different regions? Or how
many customers got a busy signal when they
called their local store? You could be
losing precious call-in business in one or
several locations and not even know it.
The Solution
Vision Ones automated restaurant solution
enables chain restaurants to maximize the
value of the vital voice sales channel by
improving call handling. Customers calls are
answered on the first ring, improving
customer experience, whether they are
calling for reservations, carry-out,
scheduling a banquet, or directions.
Vision ones restaurant solution can
automatically process phoned-in orders,
track and record calls, even call customers
back to tell them when their order is ready.
It can also count the number of failed calls
including hang ups, busy signals and
abandoned calls, the number of callers kept
on hold and for how long, and when call
volumes are heaviest, so that you can adjust
staffing accordingly. The Vertical solution
enables you to track calls across your
entire network of restaurants. It features
powerful, real-time report generating
capabilities that enable you to immediately
gauge the extent of any problems -- or
confirm the success of special marketing
programs. It also provides potent management
capabilities that enable system
administrators to manage the communications
infrastructure across your entire
enterprise, or in individual sites.
This proven,
cost-effective solution can:
- Automate routine order processing
and provide other self-service options
- Provide new visibility into
restaurant and employee performance and
how well customers are being served
- Tie into customer databases
- Transfer to other extensions and to
offsite locations
- Automatically respond to routine
queries for directions and hours of
operation
- Customize on-hold messages at one
restaurant or the entire chain
- Streamline the communications
infrastructure and reduce the cost of
operations
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