PIZZA CHAIN

Our client, a Canadian chain of 350 pizza stores handling 50M orders/yr, wanted to revamp the various means of ordering food to tie them into one consolidated system with multiple ordering methods. They also wanted to make the system easier to use to reduce training time for store staff and call centre agents, while simplifying and enhancing the online ordering process for customers to increase sales rates.

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AIRPORT

The old process used to handle the dispatch of limo/taxis for 1,000 pre-arranged pickups/day was manually-intensive. Passengers were unhappy because of long waits for their driver. Drivers were unhappy as they spent excess time in queue, and there were poor controls in place to prevent unauthorized drivers from “scooping” a fare. Attendants were unhappy as they had to handle large amounts of cash (from the drivers’ admin fee) and were busy filling in paper forms.

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NORTH AMERICAN TELCOM

It was imperative to make it as easy as possible for subscribers to find and manage program choices, especially in light of the huge number of choices available. Otherwise, the telco would be faced with considerable customer churn. They wanted to give subscribers a web and mobile personalized portal for these next-generation IPTV services. It was important to provide advanced features such as full remote-PVR (Personal Video Recorder) control.

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