Transforming Customer Experience For A Famous Restaurant Chain

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Joe Puglin

Lou Malnati’s is more than a pizzeria chain—they are an institution. Famous for their Chicago-style deep dish pizza, Lou Malnati’s boasts 81 locations in four states. With an online ordering system, customers can even have frozen Lou Malnati pizzas shipped nationwide to satisfy their cravings.

Plan: Customer Experience Suite

Founded: 1971

Favorite features: Voice, Skills-Based Routing, Analytics

A Robust, 
Cost-Effective Solution

With 81 stores and a centralized call center with over 40 remote agents, finding a high-quality communication system within their budget was a top priority for the Lou Malnati’s team.

Their legacy system was cumbersome and inefficient, unable to meet the needs of their growing customer base.

Unable to handle the complex call flows, the old platform risked service disruptions at peak hours—a potential disaster. The chain risked not only frustrating their customers, but potentially losing them to a competitor. 

Fortunately, Nextiva’s Customer Experience Suite was able to deliver a cost-effective solution with the essential features and crystal-clear call quality that the Lou Malnati’s team (and their customers) deserved.

Streamlining Workflows For The Entire Brand

In addition to improved voice quality, Nextiva’s Customer Experience Suite provided advanced functionality to improve the calling experience for the entire organization:

  • Call center agents can now access customer history instantly—creating a seamless ordering experience. Intelligent routing directs calls to agents based on skill level.
  • Supervisors can leverage real-time monitoring tools to oversee their agents’ activity without being intrusive. Agents can receive immediate feedback, ensuring a consistent level of service throughout the entire call center.
  • Both agents and managers can access real-time metrics and KPIs on the call center dashboard. The team can see the status of current call queues, service level agreements (SLAs), and other critical metrics at a glance.
  • Integration with Akixi provides the leadership team with detailed analytics and key business insights to improve customer experience.

Reliable, 24/7 Support

Nextiva’s award-winning support team made the transition to a new contact center a seamless experience. The Nextiva team ported phone numbers, updated equipment, and trained hundreds of employees across the country with a proven, battle-tested onboarding process.

Nextiva support team was available 24 hours a day, 7 days a week to ensure Lou Malnati’s didn’t experience any service disruption during the process.

The team also helped implement complex call flows for every location, ensuring the pizzeria chain’s loyal customers had the best experience possible.

Key Takeaways

Voice quality is critical for customer-centric brands
Streamline your caller experience with custom call flows
Leverage analytics to access real-time insights for your business

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