Delphis Software has implemented the AROS call center application for San Antonio-based restaurant chain Luby’s, Inc.
A large-scale, centralized call center of Luby’s enables customers of its more than 125 restaurant locations to place orders for at any of its location. Luby's wanted to increase efficiency of the call center, especially during the holiday season.
During peak periods thousands a day come through the call center, according to the company. These orders required immediate and seamless transmission to the specific restaurant location where customers would pick up orders. The chain also wanted automated daily reporting to senior staff and local restaurant management.
Call center operators can utilize Delphis’ AROS system to take and transmit customer orders to the restaurant. In addition to eliminating the burden from operators of determining restaurant routing
, AROS tracked inventory and alerted operators and management of out-of-stock conditions at any particular location.
Delphi points out that while taking several thousand of daily orders, AROS increased efficiency of Luby's call center by 300 percent over operations from the previous year. Thanks to Delphis Software's system management is equipped with the necessary tools and reports to effectively monitor and control the call center.
Steve Barrow, vice president of Information Systems for Luby's, said that they were searching a qualified company with experience in developing complex solutions under tight deadlines.
Barrow added that Delphis’ management, engineers and technicians were committed to their project. The application was deployed on time and immediately benefited their operation. Luby's is currently exploring adding Delphis Software's online ordering application.
“It was especially rewarding to successfully engineer this advanced solution for Luby’s,” said Neil Higgins, a senior vice president of Delphis Software, in a statement.
Higgins said he recognizes that Luby's call center is extensive, has multiple work shifts and is very dynamic, which required the crafting of an aggressive technical application.
“Our engineers were able to meet a difficult task and deployment timeline. We are honored that Luby's put its trust in Delphis Software and look forward to a long relationship,” he concluded.
Delphis Software provides online ordering technology and centralized call center applications to the restaurant industry.
Anuradha Shukla is a contributing editor for ContactCenterSolutions, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.
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