The fast food industry faces high staff turnover and a fickle customer base that quickly changes to another restaurant if they experience delay or errors. In fact, 67% of customers will call another takeaway after waiting less than two minutes to be served. With average order values of £20 across the UK, restaurants are potentially losing millions of pounds in revenue each month through missed calls and are seeking solutions to manage incoming calls more efficiently.

To achieve this, greater visibility into daily call trends is needed to measure and benchmark, then continuously monitor call response times and other metrics in real-time. What’s needed is granular analysis and understanding of pain points in the customer call journey so fewer customers hang up mid-journey, revenue is retained and staffing levels are optimised. These goals are a moving target which changes every day, so flexible and truly real-time tools need to be used continuously to keep operations on target.

Akixi CX Analytics has been adopted by fast food restaurants across the world. At one national food chain in the UK, which had added takeaways to its restaurant offer and wanted to benchmark the results of this, Akixi uncovered that it was missing 60% of its calls because the customer call journey wasn’t set up correctly or efficiently. Identifying and addressing this issue saw Akixi helped the marketing department capture revenue of millions of pounds per month that was being lost due to dropped calls.

“Another example is a UK nationwide pizza chain that wanted to know if it could utilise staff better,” says Colin Gill, the Vice President of Cisco Business at Akixi.

“The company experimented with staff headsets to see if it could improve service. Akixi was used to validate the deployment across sites that adopted headsets and those that didn’t and found sites with headsets were taking more orders and capturing more revenue than those that did not.”

By enabling staff to simultaneously serve customers in the restaurants and handle calls, a clear increase in productivity was achieved, with Akixi deployed alongside the hosted PBX to validate and continually monitor the productivity benefits of the headset system in real-time.

The granularity that Akixi is able to offer helps restaurants to understand when callers are hanging by utilising reports such as the historic call log report.. In addition, with integrations into key hospitality and booking CRM systems, Akixi can help personalise the CX for callers. CRM integrations include DesignMyNight, Freetime Hostpitality, KE Adventure, Premier Software Solutions, Promoserve, Sevenrooms and Verwiel en Wijngaard Poolmanagement.

Akixi’s CX Integration can also be deployed in fast food chains to provide clear visibility into user activity, allowing them to focus on their day jobs while informal supervisors can manage by exception. An additional benefit is that franchisee-run sites, which are common across the fast food industry, can demonstrate that they are delivering against the brand’s key performance indicators for customer service.

“One US pizza chain has used Akixi to address specific problems relating to high staff turnover and limited training which saw customers put on hold for an unacceptable length of time,” explains Mark Watson, a Director at Akixi Product Owner.

“Akixi supported the chain through developing a new metric to show calls that were lost on hold, to highlight where training or additional staff were required. This resulted in greater efficiency and fewer lost callers.”



from UC Today https://ift.tt/BsmEL8F