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Regarding PizzaX:
During its rapid development phase, PizzaX had to manage its operations while simultaneously preparing to expand its chain. This created a need for a more centralized customer management system to support sales operations and future growth.
Operational Challenges:
Lack of standardized processes (SOP): The financial, HR, and warehouse management processes were not yet standardized, while some processes still depended on manual operations, creating risks related to process disruption and operational delays.
Fragmented customer data: PizzaX used iPOS to sell and collect customer information mainly through phone numbers, while customer care was handled separately, resulting in fragmented customer information.
Difficulty measuring Marketing effectiveness: Without investment in Facebook Ads and KOC, PizzaX could not clearly track customers from the beginning to the end of their journey, making it difficult to evaluate campaign effectiveness.
Buffet experience was not optimized: The menu through QR codes did not automatically categorize customers according to their selected buffet package, requiring staff to explain and check information manually during the dining process.
Lack of customer data synchronization: Customer activities were scattered, with each customer interaction depending heavily on manual operations, making it difficult for PizzaX to proactively provide customer care and retain customers.
WBL Consulting Group approached the project not only from a technology implementation perspective, but also focused on addressing operational challenges, standardizing SOPs, optimizing customer touchpoints, connecting data, and automating the customer care journey.
Standardize operating processes (SOP): WBL advised and designed standardized processes from customer reception, service consultation, and operations to inventory control, import and export, and inventory tracking, helping staff quickly understand the procedures and reduce operational risks.
Optimize the ordering process through QR: The electronic menu system was configured to automatically classify customers according to their selected buffet package, helping staff operate more conveniently, reducing errors, and increasing operational efficiency.
Synchronize and analyze Marketing data: WBL connected data from advertising platforms such as Facebook Ads and TikTok Ads with the CRM system, helping PizzaX track customer sources, evaluate the effectiveness of each campaign, and optimize the Marketing budget.
Automate the post purchase journey: Zoho CRM records customer purchase history and establishes care milestones such as T+3, T+5, and T+15, allowing PizzaX to proactively send appropriate care content to increase customer engagement and return visits.
Connect management systems: WBL built a centralized management system with Zoho CRM, connected it with POS and social media channels, and integrated directly with iPOS to synchronize sales activity data with the centralized management system.
Ready for organizational change and service standardization: The standardized SOP system helps new employees quickly understand operational procedures and service standards.
100% of data centralized and automated: Customer information from multiple touchpoints is consolidated into Zoho CRM, while customer care activities are automated to maintain engagement and encourage repeat visits.
Data based decision making: Marketing and sales data are consolidated, helping PizzaX identify customer sources and adjust the advertising budget based on actual data.
Ready for expansion: The operating system has been standardized, creating a foundation for PizzaX to deploy additional locations with optimized implementation time and costs.
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