We're continuing to perfect our Delivery block. Today, we will introduce you to some of its new features. Some of them affect global delivery services simplifying and automating their key processes; other facilitate the work of operators while at the same time also improving customer service.
1. Editing guest tabs that have already been sent to the restaurant(Delivery via call centre mode)
Formerly, if a customer wanted to make changes to their order, they contacted the call centre and the operator wrote down the changes outside of Tillypad. Next, the operator had to call the restaurant and tell them about the changes. Now this communication line has been automated. In Call centre delivery mode, operators can now delete guest tabs or send them to a different division. Plus, they can edit guest tabs that have already been sent to a division. One little detail: their orders must not yet have been delivered; otherwise, it’s too late to change anything. The guest tab with changes receives a special mark, which allows the restaurant to view and confirm these changes or reject this order. (For example, if some ingredients are missing or if all couriers are busy).
The specification of the edited guest tab shows new and deleted items separately. If the division rejects the edited guest tab, the call centre can cancel these changes, send the order to another division or cancel the delivery altogether.
2. Conceptions and MultiPhone
Some large call centres work with multiple restaurants, each with its own menu. Some venues have a marketing policy whereby one restaurant has a few menus with identical dishes but different prices.
Each menu version can have a certain set of dishes; conceptions can be linked to certain restaurants or production sites that can prepare these dishes.
The call centre can receive calls not only from customers of different restaurants but also from phone numbers linked to different PBX systems. Thanks to the MultiPhone feature, customer orders coming through different PBX systems can be received at a single, centralised phone number. The source of the request will appear on the operator's screen, and the menu—to which this specific phone number is linked—will open automatically. This way, the operator works directly with the menu and prices advertised to the customer on a given website or offline commercial, which facilitates order-taking and prevents any mix-ups.
3. Additional delivery parameters
The delivery window has a default set of fields. However, if business processes and customer management requires so, restaurants can add additional fields to it. There are three field types:
- String (this field type could be useful if, for example, the restaurant serves a large city with subway and wants to indicate the nearest subway station)
- Multipage text (could be useful if the venue does a survey on customer satisfaction, advertisement effectiveness or wants to know how the clients learned about the restaurant)
- Phone number
4. Customer order history
This is a great timesaving feature both for the customer and for the call centre operator. When a regular customer calls, a new guest tab is created automatically, and the name and the phone number of the caller are pre-populated (of course the customer needs to be added to the database in advance). From the new guest tab, the operator can open the history of orders and edit an order. You can also use this feature to help the customer remember the names of items ordered previously and to upsell products by recommending dishes that seem to be popular with the customer.
When orders for delivery are taken at a call centre and then spread among different restaurants located all over the city, it is important to select the venue that is closest to the customer. To do so, you can divide the city into delivery zones, each corresponding to a separate division (venue). By using Geocoding, you can determine to which delivery zone a given address belongs as well as the distance between the venue and the delivery address. This will optimise both the logistical and business processes.
6. Delivery heat map
This report allows the manager to view the geographical spread of orders. If two or more orders were made from the same city area, the circles will be merged into one with a number indicating the quantity of orders from this particular area.
7. Editing an online order that has already been paid
Before the paid order is confirmed, you can edit it. You can change the selected items, customer's address and phone number; however, you won't be able to change the payment amount. Because an online payment cannot be returned, there are three options when you change order items:
- If the new total is greater than the original total, an error message appears. Unfortunately, the difference cannot be paid separately. The transaction stops here—you can't proceed further.
- If the new total is smaller than the original total, the edited order will be processed and delivered, but the difference cannot be returned.
- If the total remains unchanged, the order will also be processed and delivered.
8. Changing delivery time
Now each venue can change their delivery time. The preparation time, time en route and business day comment are shown at the top of the window so that the restaurant staff don't forget about them.
9. Delivery time recalculation if switching restaurants
Geocoding allows you to automatically recalculate the time required to process and deliver an order. For example, if a venue rejects an order, it can be sent to another division. It can be located a bit further away from the customer and have different preparation time standards. By using geocoding and existing time settings, Tillypad will automatically recalculate the time required to deliver this order.
All of these new features are available in Tillypad 9.7