Magazine article CRM Magazine

Slice Serves Up Automated Workflows with Kustomer: A Technology Provider for Local Pizzerias Streamlines Support Operations with Ticketing and Communication Software

Magazine article CRM Magazine

Slice Serves Up Automated Workflows with Kustomer: A Technology Provider for Local Pizzerias Streamlines Support Operations with Ticketing and Communication Software

Article excerpt

Headquartered in New York City, with offices in Macedonia, Slice provides a digital platform for local pizzerias and Italian restaurants in 2,000 American cities. The company's goal is to provide independent pizza shops with online ordering, supply chain and customer analytics, and email marketing tools so they can compete with chains, says Zach Goldstein, product manager at Slice.

Founded in 2011, Slice was ready to expand its operations by late 2016. But first it had to alter its approach to customer support tickets. The nine operations teams, located in Macedonia, were using homegrown systems to manually review each incoming order and customer complaint. The technology didn't have a notification system, so users had to use messaging system Slack to alert team members to the issues that needed attention. "Way more often than I'm comfortable admitting, we had our order processing reps and customer support reps reaching out to the customers placing orders and shops receiving orders," Goldstein recalls.

To gain insight into team member performance, the company built an administrative tool to create tickets that agents could be prompted to view, which solved an initial challenge, as it reduced the number of communications required to complete each task. But the tool couldn't track the tickets; the system enabled users to store details of each case only in a single cell within an SQL table. The captured information was difficult to analyze and draw conclusions from. As a result, the teams weren't learning anything useful about what reps were doing to support customers.

Goldstein began shopping for a more robust ticketing and communication solution in late 2016. "One of the things that makes us unique is that we communicate internally and externally," Goldstein says, with some team members communicating only with colleagues and others communicating with colleagues and customers. "We were looking for a tool that was able to support the dual-sided marketplace and give us flexibility to both service our internal and external communicators and customers."

Slice settled on Kustomer, whose technology integrates data from events such as transactions and conversations that occur across channels, including text and email, into an actionable platform.

The technology was deployed in December 2016, as data from Slice's homegrown system was imported and matched with Kustomer's APIs. …

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