Case Study: Alicart Restaurant Group multiplies order volume with Fusion Connect Call Center

How Fusion Connect's Call/Contact Center helped pivot Alicart's business to an online ordering system during uncertain times

Alicart Restaurant Group, the restaurant hospitality brand behind Carmine’s and Virgil’s Real BBQ, needed a way to keep taking orders when COVID-19 closures wiped out much of its dine-in business. With large-group dining, travel, and tourism traffic nearly disappearing, the company turned to Fusion Connect and its cloud-based Call Center to support remote order-taking.

Fusion Connect implemented a call center that let 3 to 4 employees work from home, handle lunch and dinner rushes, and route callers through an auto-attendant to the first available agent. The result was a faster, better customer experience with no missed calls, stronger use of resources, and a successful pilot that helped Alicart multiply order volume and consider expanding the model for peak takeout, delivery, reservations, and catering.

Alicart Restaurant Group

Phil Dixon

Director of IT