Case Study - Arwen Tech

KFC ORDER DELIVERY SYSTEM (111-KFC-KFC)

Business Challenge

KFC Corporation, based in Louisville, Kentucky is the world’s most popular chicken restaurant chain, with 11,000 restaurants in more than 80 countries and territories around the world, where approximately eight million customers are served everyday.

KFC Pakistan operates 30 restaurants around the country, with 14 outlets in Karachi. In view of the increasing outlets in the city, the need was felt to link all the outlets on one network. Additionally, due to increasing consumer demand, it was felt necessary to provide home delivery services as well.

Solution

KFC’s requirements clearly pointed to the need for a local partner who could address both these areas simultaneously, at the same time ensuring round-the-clock support.

Arwen Tech (Pvt.) Ltd., with its focused business lines of Consulting, Outsourcing and Technology, became KFC’s partner of choice after a mutual agreement was reached in 2003. Arwen Tech’s solution provides KFC with:

•	Call center facility and infrastructure
•	Order Delivery software
•	Comprehensive reporting solution
•	100% maintenance of hardware, software and network

Arwen Tech’s approach involved connecting KFC’s outlets in Karachi via a DSL connection and also linking them to the head office. Customers calling 111-KFC-KFC have their calls directed to the call center at Arwen Tech’s premises. This facility is powered by state-of-the-art technology from Avaya. 20 Customer Service Representatives (CSRs) are available to receive calls. CSRs take the order and coordinate electronically with the respective outlet, at the same time recording the order in the database through the call center’s Order Delivery software.

KFC’s Karachi head office receives a daily update of their CSR performance and call reports. Additionally, they can retrieve sales and financial reports as and when needed.

KFC's Advantage

KFC’s customers have benefited immensely from the home-delivery service since the inception of the 111-KFC-KFC call center. Service levels of the facility are superior to levels observed at similar setups.

	Performance Indicators		KFC’s Service Levels
	Average Speed of Answer		14.1 seconds
	Average Monthly Service Level		99%
	All Trunk Busy status		0
	Abandoned calls		0.4%

The call center has added significant value to KFC’s operations in Karachi by linking consumers directly with the fast-food chain. CSRs start receiving home delivery orders from consumers as early as 9 am till they close at 2 am. The management acknowledges the call center’s role in KFC’s increasing sales.

“We have seen an increase in sales as more and more of our customers are utilizing the telephone delivery facility. We are happy with the service being offered by Arwen Tech. As our partners, they are handling the entire project to our utmost satisfaction.”

– Amir Riaz (IT Manager)

In view of the success of their call center in Karachi, KFC has established a similar setup for its outlets in the rest of the country. The new facility is based in Lahore, with plans to link Faisalabad, Rawalpindi, Sialkot and Peshawar to the same setup. Initially 12 agents are manning the call center, with the option to scale up to 20.

Arwen Tech has set up KFC’s call center in Lahore. Initial management and operations of the facility are being provided by Arwen Tech for four months, with the option to extend this time period.