In his blog “Avaya IP Office Helps TLC’s “Cake Boss” Grow his Business 14x,” Avaya.com blogger Eric Lai discusses how Buddy Valastro Jr., owner of century-old Carlo’s Bakery in Hoboken, New Jersey, turned to Avaya IP Office to help his small bakery grow.
You see, when “Cake Boss” began airing five years ago, Buddy ran into a bit of a problem (a very good problem); orders started to increase and the bakery grew. That small bakery with 70 workers grew. Five years later, Buddy operates five locations, employing more than 600 workers. And there are plans to open another nine bakeries in 2014, for a grand total of 1,500 workers.
To help manage the growth, Buddy turned to Avaya IP Office, ditching his old Nortel system with 6 lines and no voicemail.
“A lot of people think that just because we’re in the bakery business, it’s all about flour, sugar and stuff like that. But the truth of the matter is, we’re in the business of making people happy. People working in collaboration are a huge part of the success of Carlo’s Bakery,” explained Buddy. “I always joke that our old call center customer experience model was, ‘Carlo’s Bakery, please hold.’ We had to grow, and we had to be able to do it right…we needed infrastructure to scale with us.”
Today, Carlo’s Bakery utilizes 98 phone lines with voicemail at its six locations, as well as a 15-agent call center.
“We rely heavily on technology…Avaya makes it simple, and they’ve been a great partner,” said Buddy.
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