More Pizza, More Profit: How the Cloud Gets You a Bigger Slice of the Pie

Serving the Customer Better with Intorrent Supercell

Yes, Intorrent Supercell is more cost effective than your current phone system. But your bottom line isn’t changed only through savings. Just like Arena’s Pizza, your business will be empowered to take more calls, get more orders, train associates faster and make more money.

About Arena’s Pizza

Serving Michigan’s Kent County since 2003, Arena’s Pizza provides Old World, Northeast-inspired flavors at three locations. Offering specialty pizzas, pasta dishes and a wide assortment of subs, Arena’s has something for every family to enjoy at the right price.

Identifying the Problem

With Arena’s Pizza’s previous phone system, many customers were unable to get through during peak hours. It’s call queue functionality could only accommodate one customer on hold. A third caller (the first being served, the second in the queue) would get a busy signal. Potential lost business became a serious concern. Further, one location was busier than the others; that store was being slammed with calls, while the other two received a smaller volume. As Arena’s grew it’s business, the call handling process no longer made sense. Peter Arena, owner of Arena’s Pizza, was approached by Intorrent partner reseller VanBelkum Voice and Data about a better way to take orders.

A New Way to Handle Calls

VanBelkum equipped Arena’s with Intorrent Supercell, Intorrent’s Cloud phone solution. With the new technology, every call was being fielded—either through a more robust queue feature (more callers can be placed on hold), or through the rollover feature, where inbound calls to one location can be transferred to another store for order processing. For callers with a short wait, on-hold messaging kept them on the line and informed about special promotions. And all of this for less money than the previous solution. “We’ve noticed a drastic difference in ticket sales,” said Arena. “I can tell you how many calls we’re getting per hour, per day, per week, and see what those peak times are. And now I can schedule labor around those phone calls.”

Call Recording for Associate Training

With Intorrent’s quick-access call recording, Arena was able to train associates on how to handle orders with utmost efficiency. Successful interactions were shared for the whole team to reference, and conflicts or difficult customers could be assessed in the appropriate way. The result of this helpful feature was a better, faster-trained workforce.