Al-Romansiah used to receive about 3,000 calls a day, mainly from customers relying on food deliveries. However, system crashes meant some restaurants were unable to make or take calls for up to an hour, resulting in lost revenue and brand equity.

Changing contact center technology to Genesys PureCloud took just two weeks. The business no longer suffers from poor call quality and dropped calls, especially during peak times, such as weekends.

Sales have increased with daily call volumes up by 66%. Now, when customers get through to agents they get served faster, with average order times cut from 10 to two minutes. As a result satisfaction ratings have climbed to over 80%.

Benefits

  • Increase in sales, with 66% more calls a day, managed by 10% fewer staff
  • Reduction in food order times from 10 minutes to two minutes
  • Customer satisfaction increased to over 80%

“Now, when a customer calls, our agents greet them in person because they can see their name, address and previous orders and preferences.”

Abduljalil Dabwan
Head of IT
Al-Romansiah

Challenges

  • Unstable infrastructure that could not keep up with increased capacity and customer demand