Gracias Pizza-Home-Delivery. (Free Home Delivery within 3 miles in 30 minutes). The flow of process goes like, a customer calls at a telephone number provided by the pizza delivery store. For the purpose of maintaining records in their database, the executive who receives the call will first enquire if the customer has placed their order for the first time. If it is a first time customer, the executive will ask for their address and check in Google Maps if the distance between the outlet and the specified location is more than 3 miles, they have to inform the caller with regret that home delivery would not be possible. If that is not the case, the executive will register the executive will register name, email address, date of birth, contact number and full address in their database.
Now, the customer will be given three choices:
- Place order (Extension 001)
- Check the status of their order (Extension 002)
- Give feedback or get their enquiries resolved (Extension 003)
Option no. 2 and 3 will not be available for the callers who are placing their order for the first time. Based on their pick, the callers are redirected to the appropriate extensions. If the caller chooses to place the order (Option No. 1), their order summary is filled against their entry along with the date. The customers are informed about the time their order is placed and the expected time of delivery. The orders are prepared by the chefs in kitchen area and dispatched to someone from the available delivery men. It is now the responsibility of the delivery person to hand over the order at the specified location within the guaranteed time frame.
They will now be asked if they want to share any feedback or have a question, if yes, they are re-directed to option 3 and their call is transferred to the appropriate extension where another executive will resolve his questions or note down their feedback.
If an old caller wishes to check if his order has been released, they can choose option 2.
The whole scenario is explained with the help of a flow chart which depicts the process flow and decision making.
Gracias Pizza home delivery is a new outlet in town started by a group of three friends. They are not yet a well-known established brand. They did not have enough capital to set up the infrastructure for a full-fledged outlet, so they started with home delivery and take away service. What makes them different from the other branded pizza chains is the variety and different styles of pizzas they offer. Their pizza sauces are rich in flavors and their toppings are unconventional.
It was still a challenge to make themselves a popular choice among the people and be a common name in house hold. They had to entice their customers with lucrative offers to entice them to order pizzas from them again and again.
They decided to offer exciting deals and discounts to the customers who placed order with them. If the defined criteria was met, the callers were given a special coupon along with their order, which they could re deem with their next purchase. This was of course subject to conditions.
The team revised their schemes on a monthly basis and sent out their offers to the users through posts, by email and broadcasted messages on their phones. They made all attempts to reach out to the customers with their offers to draw more and more customers. They delineated certain offers for their foodie customers. This way, their sales rose up to 40 percent of the average sales in a month and they made handsome profits.
When the customers called them up the next to place their pizza order, they were asked by the operator if they have an coupon from the previous order that they would like to redeem. The caller may or may not opt for redemption. However, the coupon was valid only in that particular month in which they earned that coupon. This was because each month, brought with itself a new set of offers. The customers were indirectly encouraged to utilize the coupon in the same month. The likelihood of each customer returning with a new order turned out to be more than 70 percent.
Illustrating the above scheme further, following are the offers that Gracias Pizza-Home-Delivery rolled out for the month of March
- Flat 30 percent discount on next order if the amount exceeds $45 in the current order
- One regular pizza of same or lesser value free on ordering a medium pizza
- Complimentary coke and single portion of garlic bread on ordering a large pizza
- Free regular pizza of same or lesser value or chocolate brownie on ordering a super deluxe family size pizza
** 1. If more than one condition gets fulfilled, then the customer is free to choose any one from the applicable schemes.
2. Only one coupon is valid for a single order
3. Announce the coupon code before placing the order, it shall not be considered once the bill has been generated.
4. Offer B,C and D can be availed on the current or next order within the same month.
The flow chart below, illustrates an example how orders are processed and offers are applied.