Knauf Insulation – Starting a Digital Transformation with a Customer-Centric Content Strategy and Website
Transforming the Customer Experience
Toppers Pizza
Just like their customers, Toppers Pizza, the 27-year old pizza chain, doesn’t settle. With an eye to the future, Toppers sought to transform their customer experience and create a foundation for technology-driven innovation. So they partnered with Rightpoint to create a custom cloud-based Point of Sale (POS) and commerce-enabled website that would increase business and help them transform the way they engage with customers.
Services
Starting with a Strategy
Creating an Ecosystem That Answers Topper's Business Needs
With the increase in online purchases, customers now expect a customized and easy experience wherever they choose to place an order. Toppers needed a way to meet the needs of their customers, to excite their operators with the ability to take and process automated orders, and to continue their pace of growth.
Inside:
To fully transform the Toppers customer experience, it was essential to start with the brains of their business – the POS. A cloud-based flexible system would enable them to continue anticipating the needs of their customers and to improve operational efficiency.
Outside:
With over 50% of all orders happening online, Toppers needed a website that reflected their unique brand voice and a way to connect the website with their stores. The team knew that a new commerce-enabled website, connected with the in-store POS was the answer.
Work
Designing a Great Customer Experience With New Technology
Rightpoint created two new elements for Toppers to achieve their goals inside and outside: a commerce website, powered by Episerver, and custom-built POS for the stores. The digital and in-store systems are connected by a hub that lives on Microsoft Azure which gives Toppers access to real-time data and the flexibility to update pricing and promote flash sales across all customer touchpoints and locations. Customers also have one user profile and order history which leads to a seamless experience regardless of where the order is taken (online, phone, or in-store).
The new system unlocked powerful data that improves efficiency for store operations. Individual stores now have real-time insights into how much time a new order takes from input, to baking, to load time. Plus, a new innovative GPS-routing map shows exactly where all the deliveries are located so that Toppers can send their drivers out in the most efficient way possible. All of this contributes to an even better customer experience – and hot food in hand faster.
“Rightpoint really went above and beyond to understand our business and what we were trying to do. We wanted to drive top line revenues using technology and streamline some of our restaurant efficiencies. This new platform is just the start for Toppers Pizza. Now we’re going to continue to accelerate and grow.”
Tony Ellis
Vice President of IT, Topper's Pizza
Our Contributions
Capabilities
CMS Training
Design
Digital Strategy
User Experience
User Experience Design
Our Contributions
Technology
Azure
Episerver
.Net
