PizzaX
Implementation Date - 2026
WBL Consulting Group partnered with PizzaX to standardize operational processes and implement Zoho CRM, connecting customer data across multiple touchpoints, automating customer engagement, and enabling Marketing performance measurement. The solution established a centralized management foundation to improve operational efficiency and prepare PizzaX for restaurant chain expansion.
IMPLEMENTED SOLUTIONS
CENTRALIZED DATA
Consolidating customer data from multiple touchpoints into a centralized CRM system.
AUTOMATED REPORTING
Automating customer follow up, engagement, and repurchase processes.
CURRENT SITUATION
PizzaX, operating under X Factor Trading & Services Company Limited, is a mid range restaurant brand based in Ho Chi Minh City, with its signature offering being a made to order pizza buffet. During its early growth phase, PizzaX quickly attracted a large number of customers each day and recorded high revenue, while setting its sights on expanding into a professional F&B chain. However, customer data and operational activities remained fragmented across multiple systems and touchpoints, making it difficult to standardize procedures, manage customer data, measure Marketing performance, and maintain customer engagement after each dining experience. PizzaX therefore needed a centralized management platform to optimize operations, automate customer engagement processes, and establish a consistent foundation for future chain expansion.
Regarding PizzaX:
During its rapid development phase, PizzaX had to manage its operations while simultaneously preparing to expand its chain. This created a need for a more centralized customer management system to support sales operations and future growth.
Operational Challenges:
- Lack of standardized processes (SOP): The financial, HR, and warehouse management processes were not yet standardized, while some processes still depended on manual operations, creating risks related to process disruption and operational delays.
- Fragmented customer data: PizzaX used iPOS to sell and collect customer information mainly through phone numbers, while customer care was handled separately, resulting in fragmented customer information.
- Difficulty measuring Marketing effectiveness: Without investment in Facebook Ads and KOC, PizzaX could not clearly track customers from the beginning to the end of their journey, making it difficult to evaluate campaign effectiveness.
- Buffet experience was not optimized: The menu through QR codes did not automatically categorize customers according to their selected buffet package, requiring staff to explain and check information manually during the dining process.
- Lack of customer data synchronization: Customer activities were scattered, with each customer interaction depending heavily on manual operations, making it difficult for PizzaX to proactively provide customer care and retain customers.
WBL Consulting Group approached the project not only from a technology implementation perspective, but also focused on addressing operational challenges, standardizing SOPs, optimizing customer touchpoints, connecting data, and automating the customer care journey.
- Standardize operating processes (SOP): WBL advised and designed standardized processes from customer reception, service consultation, and operations to inventory control, import and export, and inventory tracking, helping staff quickly understand the procedures and reduce operational risks.
- Optimize the ordering process through QR: The electronic menu system was configured to automatically classify customers according to their selected buffet package, helping staff operate more conveniently, reducing errors, and increasing operational efficiency.
- Synchronize and analyze Marketing data: WBL connected data from advertising platforms such as Facebook Ads and TikTok Ads with the CRM system, helping PizzaX track customer sources, evaluate the effectiveness of each campaign, and optimize the Marketing budget.
- Automate the post purchase journey: Zoho CRM records customer purchase history and establishes care milestones such as T+3, T+5, and T+15, allowing PizzaX to proactively send appropriate care content to increase customer engagement and return visits.
- Connect management systems: WBL built a centralized management system with Zoho CRM, connected it with POS and social media channels, and integrated directly with iPOS to synchronize sales activity data with the centralized management system.
- Ready for organizational change and service standardization: The standardized SOP system helps new employees quickly understand operational procedures and service standards.
- 100% of data centralized and automated: Customer information from multiple touchpoints is consolidated into Zoho CRM, while customer care activities are automated to maintain engagement and encourage repeat visits.
- Data based decision making: Marketing and sales data are consolidated, helping PizzaX identify customer sources and adjust the advertising budget based on actual data.
- Ready for expansion: The operating system has been standardized, creating a foundation for PizzaX to deploy additional locations with optimized implementation time and costs.
Christophe Buchart
Giám đốc Thương mại - Fusion Hotel Group
Fusion Hotel Group nói gì về WBLGroup ?
Fusion cần một giải pháp quản lý sales tập trung nhưng không làm phức tạp quy trình vận hành. WBL đã tư vấn Zoho CRM theo hướng tinh gọn, giúp đội ngũ dễ dàng tiếp nhận và làm quen nhanh chóng. Việc chuyển đổi từ Excel sang hệ thống quản lý bài bản diễn ra rất suôn sẻ nhờ sự đồng hành tận tâm và chuyên môn vững vàng của đội ngũ WBL.
GẶP VẤN ĐỀ TƯƠNG TỰ? ĐẶT LỊCH DEMO NGAY
Synchronize Your Data,
Automate Your Operations
