Sushi Tei Pte Ltd, a leading restaurant chain in Singapore and across Asia, is bringing the dining experience into the digital age by leveraging the latest in contact center solutions by implementing the Avaya IP Office Platform.
Committed to bringing exceptional service and value to diners, Sushi Tei serves up the best by providing experiences that are highly personalized in real-time. While good food remains key to its popularity and success, the company has been quick to adopt technology to differentiate itself and meet the always-on, always-connected expectations of the digital consumer, particularly for a nation of food and technology lovers.
Sushi Tei receives countless calls each day, ranging from simple queries on the balance stored in membership cards to more complex operations such as making payments. To ensure that each call is correctly routed to its various business functions and its 14 outlets spread across Singapore, Sushi Tei needed a solution that would enable it to deliver the best in customer service while keeping costs down so as to provide the best value for its diners.
IOSYS Solutions Pte Ltd, a one-stop service hub for voice and data solutions, recommended Avaya as the platform best suited for Sushi Tei's needs and oversaw the implementation of the Internet Protocol (IP) platform, enabling Sushi Tei to bring its business forward into the future. Avaya’s system has driven productivity by allowing employees to collaborate across various departments from any device, any place and any time.
Integrating easily across existing software, the Avaya IP Office platform has brought Sushi Tei’s employees convenience and ease of management without the need for additional IT support. The shift from analog to digital phone lines has also resulted in 10 percent of cost savings for Sushi Tei.
With increased call volumes, the Avaya IP Office Contact Center – an intelligent interactive voice response (IVR) solution - uses the latest in skills-based routing technology to categorise calls and sieve out the needs of Sushi Tei’s customers, connecting them to the right employees to improve customer satisfaction and decrease employee workload. With its adoption, almost half of Sushi Tei’s incoming calls are now automated, driving efficiency and further lowering costs.
“Avaya has been a valuable partner in taking the time to understand our needs and providing comprehensive technological solutions to create a more effective and mobile workforce, that can in turn serve our customers better,” said Janice Lee, Assistant Director (Finance and Admin), Sushi Tei. “The platform has been able to evolve together with our aspirations - to be a leading restaurant for quality, value and exceptional service even as we expand our footprint across the region. With the ease of deployment and great support from Avaya, we look forward to implementing the platform across the region to enjoy greater efficiencies and cost-savings. ”
The Avaya platform has evolved considerably since it was first put into place – moving to IP, integrating with Sushi Tei’s new systems and databases, and growing to handle the phenomenal call volumes the popular chain receives. The scalability of this simple and robust contact center application is such that phone lines can be easily added and transferred according to the organisation’s needs. It also has the ability to expand beyond voice, adding multimedia channels such as email and web chat without the need for additional hardware as Sushi Tei pursues an omni-channel strategy. The cost-effective and feature-rich solution is also highly secure, helping Sushi Tei to safeguard the personal information of its loyal customers.
“We are glad to work with Sushi Tei, a leading player in the industry that continues to bring the best value to its customers. Recognized as an innovator in this digital age, we are committed to bringing the best in cutting edge business communications and contact center applications to help companies connect with consumers and differentiate themselves,” said Richard Spence, Managing Director, ASEAN, Avaya.