Dolly Dimple’s has a call center in Oslo with approximately 60 employees and the goal was to decrease the number of staff in the call center by automating the order and payment process through the web portal.
In addition to the expected functionality, the e-commerce solution had to be integrated into Dolly Dimple’
Dolly Dimple’s also had the goal of enhancing the user experience and service level by giving the customer full control over the order and payment process. A web-based portal would increase availability and visualize the entire process for the customer, from pizza creation to the payment process. By three months after implementation, Dolly Dimple’s had moved 36% of the orders from the call center to the web. Revenue has increased dramatically this year, and the web-based order portal is a major reason for this, according to Rolf Bowitz, Project Manager at Dolly Dimple’s.
The web-based order portal saves money for Dolly Dimple’s, as orders are registered by the customer and sent directly to the ERP system. This reduces staff requirements at the call center and reduces training requirements both at the call center and in restaurants. The portal has also resulted in increased customer satisfaction, as customers have full control and visual information regarding what goes into an order and how much an order costs. The integration with Microsoft Navision gives Dolly Dimple’s full access to real-time information regarding:
- Inventory in all restaurants
- Sold-out ingredients
- The customer bonus system
- Exceeded delivery targets
- Changes to delivery times by customer
- The information is available in real-time
Web presence is a high priority for Dolly Dimple’s. With the success of the first stage of the project, Dolly Dimple’s has already initiated the second stage of the project with Nexus Consulting AS, which will include features that no other pizza vendor has online.
For more information on Dolly Dimple's, please visit: http://dolly.no
For more information on eZ Publish, please visit: http://ez.no/
About Dolly Dimple’s
Dolly Dimple’s is the largest pizza restaurant in Norway, with 86 locations and 1600 employees all over the country. Dolly Dimple’s was founded in 1986 in Sandnes, which is the location of the company’s headquarters. In 2006, Dolly Dimple’s had revenue of approximately 86 million USD.
About eZ Publish
eZ Publish is an award-winning, enterprise-grade Open Source Content Management System and development framework with functionality for web publishing, media portals, intranets, e-commerce and extranets. eZ Publish helps all kinds of organizations – including multinational corporations, humanitarian organizations and educational institutions – succeed at sharing their information.
About eZ Systems
Founded in 1999, eZ Systems is the world's largest Open Source Content Management software company with offices in Norway, Denmark, Germany, Ukraine, Belgium, France and North America. With customers such as the United States Navy, Oslo University, Telemark University, Swissfirst, Massachusetts Insitute of Technology, Elle, Vogue and Norwegian Telecom, eZ Systems is the creator of eZ Publish, an award winning Open Source Content Management System with more 2 million downloads, more than 150,000 installations and registered users in more than 130 countries. The eZ philosophy of openness and information sharing is still the basic guideline for the company and the eZ Ecosystem.
