Case Study
Nortel's service provider Data Networking portfolio is an integral part of our convergence strategy that enables service providers to consolidate their disparate data networking technologies and converge their mission-critical voice and wireless traffic over a common infrastructure for additional cost savings -- whether the infrastructure is based on ATM, MPLS or Ethernet in the Metro area.
Buca
di Beppo
Restaurant Chain Serves Up More Than Just Great Food
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BACKGROUND
Buca di Beppo*, a full-service Italian restaurant chain, continues to grow nationwide since its first location opened in Minneapolis in 1993. Over the past two years, the dinner-only, family-style restaurant has grown from 17 to 62 locations. One of the fastest growing restaurant chains in the U.S., Buca di Beppo went public in 2000.
CUSTOMER NEED
Since Buca di Beppo opens for dinner only, daytime calls from customers were being missed. Potential customers calling before dinnertime had no way to make a reservation or place a to-go order. For the restaurant, answering these calls meant increased business. But, how would Buca answer these calls without personnel at each location?
NORTEL SOLUTION
With the help of High Wire Networks, Buca di Beppo deployed a Nortel VoIP (Voice over Internet Protocol) and Call Center solution includingˇG
• Business Communications Manager
• Meridian 1 Option 11 with Internet Telephony Gateway card
• Passport 6400 Multiservice Switch
• CallPilot
• Symposium TAPI Service Provider
• Business Policy Switch
Buca di Beppo linked its phone systems and the Internet, creating a chain wide Call Center at the corporate facility. With this VoIP solution, a call to any Buca di Beppo location moves as IP packets over a data network to this Call Center. Buca's Call Center agents answer each call as if they're at the local restaurant with the help of TAPI screen pops, which identify the location of the caller.
RESULTS & BENEFITS
With the VoIP solution, Buca di Beppo is saving an average of $300-$400 per month, per location on communications costs by replacing each location's dial-up connections with a single T1 line. Buca's restaurant reservations at each of its locations have increased by one to 20 additional reservations daily. With an average reservation for a table of six with an average tab of $138, this additional business has translated into increased annual revenue of over $1 million for the chain in the first year of deployment.