How to replace a call center with an Aimylogic-built bot and win 5,000 customers back
Dodo Pizza case study
The fastest-growing Pizza delivery chain in the world
Find a cost-effective way to win back customers who have not made a single order in the last six months
Dodo Pizza franchisees used call centers to reach a multi-thousand contact base. Although it was effective, it was rather costly. Eventually, when the in-house call center was shut down, regional teams were faced with a choice: to look for a new call center and train agents themselves or find an alternative solution.
Due to the high costs of call center services, franchisees could only afford calling 1,000-3,000 clients a month. Then the Dodo Pizza team in the Russian city of Sergiyev Posad built its own voice bot with Aimylogic, named Tanya.
Evgeny Khrustalev, the Dodo Pizza Sergiyev Posad co-owner
“The idea to create a voice bot came up when I was listening to questions asked by tired-sounding agents as part of call center quality assurance. I thought to myself: ‘They sound like robots.’ And then it was just a matter of technology. Since I'm not so much of a software developer myself, the Aimylogic visual-builder user interface came in handy."
The voice bot called up 150,000 people in 24 cities within two months; helped win over 5,000 customers back and cut the customer contact cost by three times.
Tanya brought back 5,664 customers who made 8,000 orders worth $80,000 of additional revenue
The call campaign’s target audience was customers who did not place orders for the last 6 months. The company developed a call script voiced by a Dodo Pizza employee. Tanya collects feedback to improve the restaurant’s service quality and offers a discount promotional code. More than 26,000 people agreed to receive the code via SMS, and more than 5,000 became Dodo Pizza customers again.
The average contact cost is 5 cents against 14 cents in a call center
The average cost of a retained customer is $1.2, and the cost of an order is $0.9
The contact base includes over 150,000 customers
More than 26,000 SMS with promotional codes have been sent out
5,664 retained customers have made 8,000 orders worth $80,000
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