knowlarity helps faasos in never missing a single delivery order

Fast Food Chain Case Study Quick and Easy Faaso’s is a chain of home delivery and takeout outlets serving fresh Indian fast food. Started as a single outlet in Pune in 2003, they now have over 75 outlets spread across Pune, Mumbai, Bengaluru, Ahmedabad and Vadodara. Faaso’s accepts orders online, via their website and twitter handle, and of course over the phone. Faaso’s mantra is simple - never miss a single delivery order from a customer. While all order placed via their website and twitter can be tracked and fulﬁlled, entertaining every customer trying to reach Faaso’s via phone can be tricky. How would this work if all the agents were busy when a customer tries to call? What happens to all the missed calls? Knowlarity provided a simple, yet ingenious solution. Let’s say a customer, Anil, calls a Faaso’s outlet to place his order. Being peak lunch hour, all the agents in the outlet are busy taking orders from other customers. Instead of getting a busy tone, Anil is redirected to Faaso’s centralized call center. The call center agent takes down his food order along with delivery address details, and passes the information to the delivery outlet. Anil gets his food delivered as usual. This way the customer has great experience with the outlet and Faaso’s never misses a customer call. In a rare scenario, when all agents in the outlet and the centralized call center are busy, there are a few missed calls. In such cases, Faaso’s agents track all missed calls using our product immediately and call them back in a matter of seconds. The solution is so simple that every new outlet that opens has to just redirect incoming calls to the call center when the outlet lines are busy. This way Faaso’s have stayed true to their mantra of delivering hot fresh food to everyone that calls, and their customer base has consistently grown. .......... .......... ...... ................ ....................... ................... ................ ... ................................. ........ .................... .......... .......... Track all missed calls using our product Agent Immediately call them back in a matter of seconds takes down his food order Passes the information to the delivery outlet The call center agent takes down his food order along with delivery address details If line busy, tranfer call to call center Customer calls Faaso’s Faaso’s call center

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Page 1: Knowlarity helps Faasos in never missing a single delivery order

Fast Food Chain Case Study

Quick and Easy

Faaso’s is a chain of home delivery and takeout outlets serving fresh Indian fast food. Started as a single outlet in Pune in 2003, they now have over 75 outlets spread across Pune, Mumbai, Bengaluru, Ahmedabad and Vadodara. Faaso’s accepts orders online, via their website and twitter handle, and of course over the phone.

Faaso’s mantra is simple - never miss a single delivery order from a customer. While all order placed via their website and twitter can be tracked and ful�lled, entertaining every customer trying to reach Faaso’s via phone can be tricky. How would this work if all the agents were busy when a customer tries to call? What happens to all the missed calls?

Knowlarity provided a simple, yet ingenious solution. Let’s say a customer, Anil, calls a Faaso’s outlet to place his order. Being peak lunch hour, all the agents in the outlet are busy taking orders from other customers. Instead of getting a busy tone, Anil is redirected to Faaso’s centralized call center. The call center agent takes down his food order along with delivery address details, and passes the information to the delivery outlet. Anil gets his food delivered as usual. This way the customer has great experience with the outlet and Faaso’s never misses a customer call.

In a rare scenario, when all agents in the outlet and the centralized call center are busy, there are a few missed calls. In such cases, Faaso’s agents track all missed calls using our product immediately and call them back in a matter of seconds.

The solution is so simple that every new outlet that opens has to just redirect incoming calls to the call center when the outlet lines are busy. This way Faaso’s have stayed true to their mantra of delivering hot fresh food to everyone that calls, and their customer base has consistently grown.

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Track all missed calls using our product

Agent Immediately call them back in a matter of seconds takes down his food order

Passes the information to the delivery outlet

The call center agent takes down his food order along with delivery address details

If line busy, tranfer call to call center