Little Caesars Pizza

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.
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THE PROBLEM

  • 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.

The solution

  • 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.

The results

  • Abandoned Rate
  • Resolution Time
  • First Call Resolution

Industry

Food And Beverage

Services

  • Level 1 And Level 2 Support
  • Bilingual Support

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