How SPRDH Solutions Transformed Chicking’s Delivery Operations
About the Client
Client: Chicking, a global fried chicken retail chain with over 10 outlets worldwide.
Challenges Faced by Chicking
During the COVID-19 pandemic, Chicking shifted from dine-in to primarily takeaways and deliveries. This transition introduced several operational challenges:
- No system to monitor call performance: Orders were managed over the phone, lacking a centralized system to track calls and staff efficiency.
- Delivery timelines: With delivery as the main service, Chicking faced challenges in tracking and ensuring timely deliveries.
- Order assignment issues: Orders were assigned manually, causing inefficiencies in distribution and tracking across various outlets.
- Customer service difficulties: Maintaining customer satisfaction became challenging due to delays and lack of timely updates on remote orders.
Solution Provided by SPRDH Solutions
Chicking partnered with SPRDH Solutions Private Limited to create a centralized call center and web application aimed at addressing these challenges. Key features of the solution included:
- Centralized order management: All customer calls and orders were directed through a central call center, making call tracking and order assignment efficient.
- Real-time tracking: Staff could monitor the timeline of orders from placement to delivery. Alerts notified outlet staff in case of delays.
- Staff performance analytics: Detailed analytics on response time, call volume, and delivery rates helped management optimize staff performance.
- Automated order assignment: Orders were assigned to outlets automatically based on location and availability, minimizing manual errors.
- Improved customer experience: With smoother operations and faster deliveries, Chicking saw an improvement in customer satisfaction and loyalty.
Technologies Used
- React JS: For building a dynamic and responsive user interface.
- NGINX Cloud Servers: Ensuring load handling and enhanced web server performance.
- PostgreSQL: A reliable database for managing customer data, order details, and performance metrics.
Impact of the Solution
- Improved delivery times: Real-time tracking reduced delays and enhanced delivery efficiency.
- Enhanced staff efficiency: Performance analytics enabled optimized resource allocation.
- Increased customer satisfaction: Timely deliveries and regular communication boosted customer loyalty.
This solution not only helped Chicking adapt to a delivery-centered model during the pandemic but also set a strong foundation for operational efficiency and scalability.
Conclusion
Through this case study, SPRDH Solutions demonstrates their ability to resolve complex operational challenges and streamline delivery and call center operations for Chicking, enabling the brand to thrive during a challenging time.