A Brief on How IBT Reduced Order Errors
Challenge:
Afast-growing food and beverage brand in the UAE was facing order errors and delivery mix-ups during peak hours. With multiple delivery partners and a high call volume, manual order confirmations led to frequent mistakes, customer frustration and negative reviews.
Solution:
IBT introduced an integrated contact center solution combining automated IVR and live agent support. Our team designed custom workflows to handle order validation, delivery coordination and feedback capture.
Agents were trained to manage multi-platform orders from apps like Talabat, Deliveroo and Zomato ensuring smooth coordination between the restaurant driver and customer.
Summary Results
- Order accuracy improved by 91%..
- Missed call rate reduced by 82%.
- Repeat customer rate grew by 33%.
The client now enjoys a streamlined order management system that delivers both speed and customer delight even during high-demand hours.
