Case Study

The Results Piezoni's attacked online ordering first. The stores already had a strong delivery business but took orders mostly by telephone. For Piezoni's the key to implementing online ordering was how to kick it off. Victor and his team studied different options: • Implement an add-on integration from a new vendor • Outsourcing to a third-party • Managing it directly through the HungerRush ® POS system Piezoni's eliminated third party ordering systems because the possibility of introducing errors in the ordering process when transferring to the POS system was too great. Next, Victor realized bringing in a new vendor just for online ordering didn't make good business sense and seemed difficult to manage. Finally, Victor and his team decided that the logical solution was to use the online ordering system built in to the HungerRush POS system to help: • Decrease order errors • Reduce waitstaff training and management • Minimize friction with customers In addition, a Piezoni's-branded mobile app was made available through iOS or Android platforms; this would help Victor make the final decision that HungerRush's online ordering integration was the way to go. As Piezoni's began promoting their online ordering platform, they received an unexpected reduction in labor costs. The volume of orders placed by Case Study telephone decreased as customers grew more comfortable ordering through the website and the app. On a busy Friday night, each store typically had waitstaff manning up to five phone lines to capture the volume of orders for carry out or delivery. Once online ordering was implemented, the need for incoming phone lines was reduced from five to four, then down to three and for some stores even two. Deciding which loyalty program to implement proved to be more difficult. Piezoni's first tried using customer punch cards as an easy-to-implement solution. Customers could get their card punched aer each visit and would receive a reward aer five visits. However, outstanding reward volume proved difficult to track. Customers also were likely to lose their punch cards or forget to bring them, costing them the chance to qualify for rewards. Victor next tried introducing a rewards program from an outside vendor but struggled with adoption. "We found that it was very difficult for people to download another app on their phone. As much as we tried, we were only able to get about 3% adoption," Victor remembers. Aer two failed attempts, Victor realized that his best option was one that was right at his fingertips – using the loyalty program soware offered through the HungerRush POS system. This application integrated across Piezoni's website, the mobile app and for customers that ordered in-store. Victor liked the easy sign-up, requiring only name, email and phone number as it did not slow down his ordering lines when adding customers to the program. Victor also trained his waitstaff to prompt guests when they have a reward available. "We don't want people to forget, and we also want them to thank us for the reminder. Plus, we want them to start the race to get to the next reward." Victor comments. hungerrush.com

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