Pizza Nova: Enterprise Omnichannel Order Management

Pizza Nova operates over 150 restaurant location business where customers can order for pickup or delivery through several channels and where stores, drivers, call-centre teams and head office all need to work from the same order information.

Visionmax was selected to provide a next-generation Enterprise Customer Order Management solution using VECOM, our restaurant commerce platform built on VisionEngine. The objective was to move beyond separate channel applications and establish one enterprise foundation for customers, orders, stores, menu rules, operational events and integrations.

The platform has evolved beyond customer order entry into a broader restaurant operations environment spanning web, mobile, POS, call centre, kitchen workflows, order management, delivery and driver operations, financial reconciliation, contractor billing, analytics and reporting.

A pizza order looks simple to the customer, but completing it accurately requires coordinated decisions across products, recipes, modifiers, pricing, promotions, customer history, store availability, pickup or delivery timing, payment, kitchen preparation and fulfilment.

Pizza Nova needed a platform that could manage this complexity consistently while supporting very different users and channels:

• Customers and order takers: web and mobile customers, in-store staff, and both in-house and remote call-centre agents needed to create and manage orders from the same underlying rules and data.
• Restaurant operations: stores needed real-time order queues, kitchen coordination, customer-facing POS messaging, pickup/delivery management and visibility into orders arriving from every channel.
• Delivery operations: managers and dispatchers needed to see delivery demand, assign orders, track drivers, manage payments, tips, floats and end-of-shift reconciliation.
• Enterprise management: head office needed remote visibility across stores, secure access to operational applications, integrations to corporate systems and a comprehensive reporting and audit environment.

The solution also needed to keep this functionality synchronized as menus, prices, promotions, store rules, integrations and business processes changed over time.

Visionmax implemented Pizza Nova's solution on VECOM (Visionmax Enterprise Customer Order Management), using VisionEngine for business-process orchestration and the VisionEngine Enterprise Service Bus (VESB) for services and enterprise integration.

The architecture separates customer and staff presentation layers from the shared order, customer, store and integration services underneath them. This allows each channel to provide an experience appropriate to its users while still operating against one central transaction model.

• Web and mobile ordering: customer-facing digital ordering connects through the VECOM service layer so customer profiles, order history, favourites, store assignment, menu rules, pricing, promotions, pickup and delivery information remain consistent with assisted channels.
• Restaurant POS: the browser-based POS manages walk-in, pickup and delivery orders and gives staff a common view of orders from all channels. The implementation includes customer-facing display and messaging capability and store-level queue visibility.
• Call-centre operations: an integrated order-taking application supports both in-house and remote agents, including customer and store lookup, order creation, callbacks, verification, payment, order history and queue management.
• Kitchen and restaurant order management: orders are coordinated into the restaurant workflow for preparation and fulfilment, with store queues providing visibility to pending, future, pickup and delivery orders.
• Driver mobile and dispatch: delivery workflows support driver availability, assignment of one or more orders, acknowledgement and delivery status, timing, payments, tips, floats and shift settlement. Dispatchers can review delivery demand, customer and map information and assign work to available drivers.
• Remote store support: role-based head-office tools allow authorized users to launch store POS, call-centre and store-management views remotely, providing visibility into store queues and helping operations teams support restaurants without being physically on site.
• Financial and contractor workflows: the platform supports cashier and driver balancing, payment and tip reconciliation, operational financial reporting, time-tracking extracts and contractor/home-agent billing and invoice-submission processes.
• Enterprise reporting and event management: real-time dashboards, historical reporting, scheduled and on-demand reports, ad-hoc analysis and detailed order/customer/store/system event tracking provide operational and financial visibility across the business.

VECOM also provides integration services for surrounding enterprise systems and partners, including payment services, accounting/ERP and payroll interfaces, purchase-order data and third-party ordering/delivery channels. A local store daemon supports peripheral and kitchen interfaces, operational monitoring and resilient store processing where required.

Pizza Nova gained a connected enterprise order-management environment in which customer transactions and restaurant operations are managed from a common platform instead of separate channel-specific systems.

The result is a broader operational foundation for the business:

• One view of the order: web, mobile, POS and call-centre transactions feed the same enterprise order-management model, giving stores and support teams consistent order state and history.
• Consistent business rules: menus, recipes, modifiers, pricing, promotions, customer credits, pickup/delivery rules and store availability can be applied centrally rather than recreated independently by channel.
• Connected store execution: restaurant teams can see and manage incoming orders, kitchen activity, pickup and delivery queues from the same operating environment.
• Integrated delivery operations: dispatch, driver assignment, order timing, delivery status, tips, payments and driver settlement are tied back to the original customer order and store operation.
• Remote operational visibility: authorized head-office and support users can access store and call-centre views remotely, helping them investigate queues, exceptions and operational issues without needing to be in the restaurant.
• Financial control: cashier, driver and payment reconciliation, contractor-agent billing, transaction audit history and reporting provide a stronger operational record from order through settlement.
• Enterprise reporting: real-time dashboards, historical reporting, detailed events, fixed reports and ad-hoc analysis provide visibility across sales channels, customers, stores, staff, drivers and operations.
• A platform that can continue to evolve: separating channel interfaces from the shared VECOM/VisionEngine services gives Pizza Nova a stable foundation for adding new integrations, workflows, ordering experiences and operational capabilities without rebuilding the core order-management platform.

The result is not simply a replacement POS or call-centre application. VECOM acts as the enterprise operating layer connecting the customer journey to the restaurant, delivery operation and head office, while VisionEngine provides the reusable business processes and integration services behind it.