OfficeWatch by Metropolis

Technology Takes the Cake

intended for Carlo's Food handling business

In the center of Hoboken, NJ, family-owned

Carlo's Bakery produces some of the best

tasting, top quality wedding cakes,

specialised cakes and baked goods in New

Shirt. Originally set up in 1910, Carlo's Bakery was attained by the Valastro family in 1964 and has become a

milestone establishment of national acknowledgement. Dedicated

to quality and excellence, Carlo's Bakery offers flourished and taken the success of the claims to new heights having its own country wide

televised reality series, Cake Boss in TLC.

avaya. com | 1

" With OfficeWatch, we


were able to see all of

Even though Carlo's Bakery upgraded their

our phone calls. We could see

dual PRI lines linked with an Avaya IP

more mature Nortel cellphone system to new

in which the calls had been

Office marketing and sales communications system, the

routed and what

quantity and how better to route cell phone calls

options these were

issue of understanding the phone

remained. Owner " Buddy” Valastro

contacted Jeff Blossom, Avaya

choosing. We then simply

Channel Supervisor, with his issues.

adjusted the auto-

had been experiencing, ” said Blossom. " This individual

" He previously no idea what his customers

attendant depending on the

needed to be able to appreciate their

form of phone calls

and ensure the calls were being

received. ”

– Stefano Castano, THAT Engineer for

Carlo's Bakery

call traffic volume, to look at staffing

routed correctly. ”

Metropolis Technologies' OfficeWatch

OfficeWatch would allow the bakery

to monitor and track their telecom

With the tremendous development in

activity – both incoming and outgoing

reputation after the launch of Pastry

calls – easily and efficiently. " I

Supervisor in 2009, Carlo's Bakery located its

called Metropolis, and within an

current phone system was drained to

hour Carlo's Bakery had fixed off on

the limit. Employees had been juggling

employing OfficeWatch, ” said

customer calls, walk-in orders, and


managing specialty and event

requests, sometimes leading to

customers ready on hold for far also

long. The bakery likewise opened a

Castano, THAT Engineer intended for Carlo's

Food handling business, to install OfficeWatch at the

facilities, store-front bakery and new

manufacturing facility. During

implementation, they configured

the program to survey on calls to a

quest group along with the

answering extension. Bruno ran

a number of reports to look for the

quantity and type of cell phone calls the food handling business

received. From your data gathered,

Castano produced a plan to route

calls to a centralized receptionist and

reprogrammed the auto-attendant to

include the most frequently used


Bloom immediately suggested

Telemanagement solution.


Metropolis worked with Stefano


Once up and running, OfficeWatch

worked like a charm. Carlo's Bakery

used the data from the OfficeWatch

reports to optimize their phone system

and way calls in the manner that

greatest met client's needs. Depending on

the record data, the bakery adjusted

employee activities to fully staff

during maximum calling several hours, and

decided a second receptionist was

necessary to handle the increased phone


second facility in order to meet customer

require, further demanding its program

with the increased communication

requirements between places.

Carlo's Bakery needed to

appreciate its contact volume better,

determine suitable staffing

amounts and put a process in place to

correctly path calls therefore customers

more than likely have to be added to hold.


| avaya. com

The answer for Carlo's Bakery contains:

• Avaya IP Workplace, an intelligent marketing communications solution specially designed to meet the communications

challenges facing small and midsize businesses. IP Business office

delivers the communications capacities big businesses

are used to with all the simplicity and ease

of usage small businesses need.

• Metropolis Technologies OfficeWatch Telemanagement,

a great easy-to-use,...