For Donatos customers, selection of pizza toppings might be a big decision. But, as a fast-growing pizza chain, Donatos itself regularly faces major business decisions – with further-reaching implications than choice of sausage or pepperoni.
Fortunately, Donatos was able to call upon TeamDynamix for support in making one of those decisions: The company used TDNext project management software to assess the viability of implementing a call center to receive all orders for pick-up and delivery.
To explore the practicality of the call center, Donatos set up a four-month test run, re-routing calls from five local Donatos stores. TDNext played a role both in the planning and execution of the test.
“The process involved a ton of detail, in training, stat analysis, phone protocol, and operating process at stores,” explained Donatos IT manager Dave Cantwell. Through TDNext, Donatos was able to monitor all steps in the process. In the eight-month planning and testing process, the Donatos team logged more than 1,100 issues through the software, including notes and follow-ups as well as actual issues.
At the end of the testing period, TDNext enabled Donatos to thoroughly review and assess the results of the trial call center.
“The value of TDNext was in the post-mortem data gathering,” said Cantwell. “We built all recommendations for the call center upon data logged through the software.”
TDNext also will serve Donatos well as the company further explores the call center concept. The Donatos team can easily access and use all documents developed during the initial trial.
“We developed 70 or 80 process and procedure documents, and they are all in TDNext briefcases,” said Cantwell. “The ability to go back and refer to entire past projects is a great by-product of TDNext.”
No doubt, Donatos will continue to call on TDNext to manage existing and future projects.
