Success Story Panera Bread Revamps Agent Desktop Improving Handle Time by 50%

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1 Success Story Panera Bread Revamps Agent Desktop Improving Handle Time by 50%

2 2014 Communications Products, Inc. All rights reserved. Page 2 Success Story Revamps Agent Desktop - Improving Handle Time by 50% About The legacy began in 1981 as Au Bon Pain. Founded by Louis Kane and Ron Shaich, the company prospered along the east coast of the United States and internationally throughout the 1980s and 1990s. They became the dominant operator within the bakery-cafe industry. Since then they have grown their presence to 1,818 bakery-cafes in 45 states and Canada. Their bakery-cafes operate under the, Saint Louis Bread Co. and Paradise Bakery & Cafe brands. Each one serving the fresh, signature artisan bread they are so popularly known for. ( ) For more information: The Challenge Panera is continuing to revolutionize customer experience in their entire industry. On April 10, 2014, Panera unveiled Panera 2.0 which includes a series of integrated technologies to enhance the guest experience for all consumers, no matter how they choose to use Panera. Panera 2.0 brings together new capabilities for digital ordering, payment, operations and, ultimately, consumption to create an enhanced guest experience for to go and eat in customers. (Jonathan Yohannan) Panera 2.0 will enable customers the ability of: Advanced Ordering for To-Go: An ordering option called Rapid Pick-Up enables customers to place an online/mobile order from their office, car, work or home. It allows a person to place an order up to five days in advance and pick up the order at a pre-determined time without waiting in line. Ordering from Your Table for Dine-In: An in-cafe dining enhancement that allows customers to place an online/mobile order from anywhere within the bakery-cafe and have the meal delivered directly to their table. Fast Lane Kiosks for Dine-In and To-Go Orders: A new way to order in-cafe from ipad kiosks. Kiosks are available in addition to cashier stations so that wait time is reduced for all guests. The kiosk is highly visual and includes a product builder to assist with order accuracy and customization. Customized Ordering: At the kiosks, and through the web or mobile app, guests can save customizations, past orders, and favorites for easy ordering on their next visit. And when linked to the MyPanera

3 2014 Communications Products, Inc. All rights reserved. Page 3 From start to finish, CPI turned our project around in a matter of weeks and the business results speak for themselves. My team and I have been impressed with CPI's dedication and commitment to Panera's success! William C. Breyer - VP Café & Business Services Support Loyalty program and a credit card, it creates a faster, more pleasant experience for users. Panera 2.0 is an investment in the customer enabled by technology and powered by operational excellence, commented Ron Shaich, founder, Chairman, and CEO. It s more than a mobile-payment system or simply a digital-ordering process. It s an integrated, comprehensive, end-to-end solution that we believe will reduce friction such as wait times, improve order accuracy, and minimize or eliminate crowding all while creating a platform for an ever more personalized experience. (Jonathan Yohannan) One of the monumental challenges facing Panera is to deliver on their ambitious 2.0 vision by offering digital guests the same extraordinary experience as they receive in the cafes themselves. While guests in the cafes can talk to Panera associates face-to-face, guests on the go don t have the same opportunity. The fact that a guest may be interacting with Panera s app while in a taxi, at the office, or even on the beach dramatically changes the entire guest service paradigm. As Panera worked on incorporating this new guest service paradigm, a lot of design consideration went into ensuring that this initiative wouldn t negatively impact the in-cafe experience as well. With the new initiative, Panera was extremely careful to ensure that each cafe wasn t turned into a mini contact center. This led Panera to reengineer corporate cafe inbound calling, redirecting all calls to a new centralized Avaya IVR system. Panera determined that the best way to support Panera 2.0 guests was to consolidate service to a centralized contact center. The challenge that Panera faced was equipping their guest service team with the tools to be able to provide the same high level of experience as a guest would receive by walking into a cafe.

4 2014 Communications Products, Inc. All rights reserved. Page 4 Agent Handle Time (AHT) improved 50% overnight. Tim Cook - Director of Customer Service The Solution To provide their guest support team with the tools they needed to answer a guest s specific question quickly and efficiently in the new 2.0 paradigm, Panera chose a CPI engineered Oracle Cloud Service solution (formerly known as RightNow Technologies). Typically, most contact center agents deal with between 10 and 20 individual programs and systems ( , multiple customer databases, purchase history, store directories, question history, knowledgebase answers, etc.) to answer a simple customer inquiry. The end result for most customer service teams is a disjointed, time-consuming, and aggravating experience that is frustrating for the customer and the contact center agent. Panera s veteran customer experience, enterprise application, telephony support, and application teams refused to let that same situation get in the way of their vision. With Panera s forward thinking vision, CPI started by redesigning the agent s entire experience using Oracle s Cloud Service s Dynamic Agent Desktop as the single pane of glass for agents. In other words, one tool that agents could use that would provide everything needed for the agent to answer a guest s question. All in one place and at the precise time the specific information was needed. Here are 7 ways CPI, working closely and in conjunction with Panera s IS team, helped revolutionize the agent experience: 1. Deeply Integrated: The first step was integrating Panera s information systems including guest information, order history, cafe information (hours of operation, location maps, etc.) and their Avaya Aura telephony platform with Oracle Cloud Service. These integrations not only exchange information between systems, but have built-in decision making steps to determine where the customer data resides and when duplicates are found, allowing the agents to choose the correct record to update. 2. Powerful Workflow: The next step was for CPI to take all of these integrated systems and present them to the agent precisely

5 2014 Communications Products, Inc. All rights reserved. Page 5 This was one of the quickest and smoothest IT projects that I have ever worked on. Colin Doggett - Senior Manager, Centralized Order & Accounting Support when that information was needed. By using Oracle Cloud Service s powerful workflow engine, CPI designed unique screens for agents based on the specific types of questions a guest asks. 3. Dynamic Screen Pop: Basic screen pop (automatically pulling up a customer s information based on information collected by the phone system) is a luxury for most contact centers. CPI helped take Panera to an entirely new level. By identifying specifically what a guest is calling about in their Avaya Aura phone system, CPI not only immediately pops the contact information in Oracle Cloud Service but also instantly redesigns the agent s screen with precisely the tools needed to answer a guest s specific question. All of this occurs before the agent has even talked with the guest. Furthermore, this integration captures the call details and associates them with that specific incident record tying call length, IVR, incident, and customer information altogether for universal view of the guest s experience. 4. Quick Solve Buttons: Like many organizations, the majority of calls Panera receives revolve around only a few types of scenarios. CPI worked with Panera to identify the top 10 types of calls they receive. From the information, CPI designed Quick Solve buttons. If an agent receives one of the common types of calls, all they have to do is click the Quick Solve button and Oracle Cloud Services instantly fills out all of the information for the agent. This includes notes, incident disposition, and several additional required pieces of information, saving the agent an enormous amount of time and providing the guests with a more streamlined and responsive experience. 5. Real-Time Customer Feedback: Providing an uncompromising guest experience is embedded in Panera s DNA. While they have been measuring their guests' feedback for years, it was extremely difficult and in some cases impossible to tie that feedback all the way back to the specific agent or the unique incident that impacted the guest s experience. Information that would be

6 2014 Communications Products, Inc. All rights reserved. Page 6 The caliber of individuals and tremendous expertise that CPI brings to Panera's projects are top-notch! William C. Breyer - VP Café & Business Services Support invaluable for coaching purposes as well as continually improving the guest experience overall. CPI developed a process using Oracle Cloud Service Feedback to send an survey to the guest immediately after speaking to a Panera agent. While the experience is fresh in the guest s mind, the guest is able to provide feedback that is delivered immediately to Panera s management team. Panera can now analyze that information and review guest satisfaction by agent, what their question was and trend that data over time. This will help Panera to continue providing even deeper levels of customer support. 6. Insightful, Real-Time Management Dashboards: Based on Panera s key performance indicators (KPI s), CPI has designed real-time dashboards that graphically display high-level information. With only a click of a button, it allows management to drill all the way down to specific customer survey results, incident information, and agent performance metrics for a specific call. 7. Powerful Analytics: Throughout the implementation, CPI ensured that all of the data flowing into Oracle Cloud Service - including telephony statistics, survey data, incident resolution details and much more - were tied together for comprehensive analysis in Oracle Cloud Service s powerful analytics engine. For example, say you would like to compare the call duration of a senior contact center agent for a specific type of guest question with a newer agent answering the same question. Because of the way all of the information is connected, answering that type of question at Panera literally takes minutes. The Results CPI was able to deliver this Oracle Cloud Service solution to Panera from discovery through implementation in just six weeks. The impact was immediate to contact center operations. According to Tim Cook, Director of Customer Service at Panera, Agent Handle Time (AHT) improved 50% overnight.

7 2014 Communications Products, Inc. All rights reserved. Page 7 Everything use to be disjointed. The phone system was separate from the 'call tracking' tool, etc. Today, it s very simple to track and tie everything together. In addition, Panera will be able to glean even more guest insights as they continue accumulating additional information over time. Colin Dogget, Senior Manager at Panera, stated Everything use to be disjointed. The phone system was separate from the 'call tracking' tool, etc. Today, it s very simple to track and tie everything together. Once you start to see how the data connects, it s extremely powerful from a management perspective If you have a vision similar to Panera's, we invite you to contact us to learn more about a unified, dynamic agent desktop and how it can make an immediate impact on your contact center s operations. Colin Doggett - Senior Manager, Centralized Order & Accounting Support References Jonathan Yohannan. Panera Unveils Panera August Panera Bread. < panera-unveils-panera-2.0.pdf>. Panera Bread. Our History. 25 August Panera Bread. <

8 Headquarters Communications Products, Inc E. 90th Street Suite 111 Indianapolis, IN (800) Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions for nearly three decades. CPI has engineered, implemented, and now supports the communication solutions of over 120,000 business professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has the experience to continuously improve the way you communicate.