Case Study: Large Snack Meal and Coffee Delivery Company achieves centralized control and optimized deliveries with Exelysis

Large Snack Meal and Coffee Delivery Company - Customer Case Study

Large Snack Meal and Coffee Delivery Company is a long-established coffee and snack delivery chain based in Athens (over 200 stores in 4 countries, serving ~200,000 customers daily). As it expanded, the company lacked centralized control of orders—customers called local managers, peak hours (7–10am) created uneven delivery loads, small average order values (€5–€10) demanded tight efficiency, and diverse store locations caused inconsistent telephony/data connectivity. Exelysis was engaged to provide a centralized contact center solution (Exelysis Contact Center) to address these challenges.

Exelysis integrated all stores as agents regardless of connection type, implemented a single advertised phone number with an IVR tied to the customer’s GIS to route calls by proximity/availability, and set up a 3–5 person HQ call desk for address verification plus a private-cloud disaster recovery failover. The result: 95% of calls are identified to the delivery address after registration and immediately routed to the appropriate store, call failures are automatically redirected to eligible stores, and peak-traffic handling, costs and customer frustration have been significantly reduced. Exelysis’s modular IVR, CRM integration, real-time monitoring and analytics also delivered operational insights that improved store performance, customer satisfaction and planning.