Introducing Pizza Express
PizzaExpress is one of the leading casual dining operators in the UK & Ireland
More than 490 restaurants
First restaurant opened in Wardour St, London, in 1965
More than 100 international sites trading from 14 different territories
“In the hospitality industry, it is important to make sure all channels have the same availability, so a premium service is available no matter how the customer would like to book”Siobhán Fagan, IT Director, PizzaExpress
The business challenge
PizzaExpress wanted to give customers a simple and seamless booking experience. The existing system was a mixture of separate online and telephone reservations, with staff required to pick up phone reservations and manually input the details. Without an integrated booking system, the chain also had limited customer data and so found it difficult to offer personalised messages and experiences.
Separate phone and online reservations
Staff had to manually input reservation details
Limited customer data due to lack of integration
Difficulty in offering personalised communications
The solution
To make it easy for their customers to make reservations 24/7 by phone or online, PizzaExpress chose Zonal’s integrated Bookings by Phone solution.
- Telephone reservations are processed through an automated system
- Customers have a choice of how to book
- Bookings can be made for any restaurant by phone or online 24 hours a day
- EPoS integration allows PizzaExpress to track the entire customer journey
“Significant, intelligence-led customer insights enable us to further improve the customer experience.”Siobhán Fagan, IT Director, PizzaExpress
Results
PizzaExpress has seen an increase in bookings since launching the new 24/7 phone reservation system with no reservation requests slipping through the net due to unanswered phone calls. Staff no longer have to drop what they are doing to pick up the phones, and can focus on delivering great service.
