Industry:Food and Beverage
Tools:ServiceNow, LCE Caesar Vison P.O.S, Cisco Finesse
Services:Level 1 and Level 2 support, bilingual support
Little Caesars Enterprises:
Little Caesars Enterprises Inc. is the third largest pizza chain in the United States. It operates and franchises pizza restaurants in the United States and internationally in Asia, the Middle East, Australia, Canada. Latin America and the Caribbean.
The company was founded in 1959 and is based in Detroit, Michigan, headquartered in the Fox Theater building in Downtown, Detroit.
Little Caesar Enterprises, Inc. operates as a subsidiary of Ilitch Holdings, Inc.
Due to rapid growth, Little Caesars faced a challenge supporting their over 5000 franchises in North America on various technical support issues. A large volume of calls to their support desk, combined with a need for timely issue resolution led Little Caesar’s to turn to Onshore for help.
Onshore partnered with Little Caesars to implement our best practice model which included establishing a Tier 1 and Tier 2 (English and bilingual Spanish) team and providing excellent customer service and strong technical support assistance. In addition, we implemented our continuous improvement approach which led us to establish specific metrics and SLA.
“Little Caesars was struggling with using an offshore service. Onshore came in, they learned our business and took the time to understand our culture. Our call times going from about 37 minutes of hold time down to 27 seconds. The first call resolution was at 50% and now they can receive a first-time resolution 93% of the time. This allows the franchisees to get back to operating their stores and working with their customers which is what we want them to do.”
Anita Klopfenstein, CIO at Little Caesars Pizza
Abandoned Rate (10% or less goal)
First Call Resolution (70% or greater goal)
Increased Speed to Answer (60 seconds or less goal)