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Arena Pizza Deploys Intorrent Technologies' Cloud-based Intorrent Supercell

By Anshu Shrivastava
TMCnet Contributor

Peter Arena, owner of Kent County, Michigan’s chain of Arena’s Pizza restaurants, has said that he selected Intorrent Technologies’ (News - Alert) Cloud-based Intorrent Supercell to enhance the way Arena’s Pizza handles inbound call volume.

“We were getting a lot of complaints from customers that some of the stores were a little busier than others and they weren’t getting through,” Arena said, adding that if customers aren’t getting through, they’re calling the pizza place down the road.

Previously, Arena’s phone system could accommodate one customer being served, and one on hold. The third customer had to listen to the busy signal, which made the growth process difficult.

Thanks to the deployment of Intorrent Supercell, Arena’s phones now accommodate every caller, even during the busiest periods. Arena said that customers are immediately greeted by an automated message, with callers on hold hearing reassuring messaging that their order will taken shortly.

“We’ve noticed a drastic difference in ticket sales – everything’s going up now. We’re not missing phone calls,” Arena said.

Moreover, during peak hours, the restaurant is now able to use rollover functionality for order processing. Arena said that if one restaurant gets more calls, on-hold customers are transferred to another store to order their pizza, and that store enters the sale for the local pizzeria without any problem.

Intorrent’s switchboard provides valuable information on call handling. The information includes detailed accounts of inbound/outbound calls and the number of rings before the call is answered and also the call duration.

Intorrent Supercell also features fast-access call recording, which enables Arena to train associates on how to efficiently handle calls. Arena said that exceptional interactions are shared with his team as reference, and conflicts or difficult customers can be assessed in the appropriate way. “The recordings have resulted in a better, faster-trained workforce.”

Darrell Hensley (News - Alert), managing partner at Intorrent Technologies, noted that outdated technology is one the primary reasons why small restaurants get tripped up in the marketplace.

The company’s flexible and scalable communications grow at the speed of business, Hensley said, adding that users can add locations, phones, users and enterprise-grade features as you need them, and all at a small business price.

Intorrent Technologies specializes in Asterisk (News - Alert)-based VoIP deployments for small- and medium-sized businesses (SMBs). The company’s Western Michigan partner reseller, VanBelkum Companies, deployed the system for Arena.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, happening now, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration, click here.

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