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Markham, ON - DMTI Spatial, a leading provider of location intelligence, has been selected by St-Hubert Bar-B-Q Ltd., a major restaurant chain based in Québec, to coordinate and optimize its order management system located in Montreal for home delivery from the company's 100 restaurants located in Québec, Ontario and New Brunswick. Each year the company receives close to 2 million calls. Using DMTI's CanMapT Street Files and postal code products utilizing ArcGIS Server and ArcGIS Desktop software from ESRI Canada, customer service agents at St-Hubert's call center can pinpoint the exact location of a customer and immediately send their order to the restaurant closest to them. Additionally, the same application is used to located customers using the web site to order from the restaurant online.
First time St-Hubert customers calling into a central number at the company's state-of-the-art call center are asked for their coordinates including name, address and telephone number. After agents enter the information into the system, the address is geocoded to determine the closest restaurant to send the order to fulfillment. Once in the data base, repeat customers need only give their telephone number and the system automatically forwards the order to the appropriate restaurant for delivery. Should the customer have a non-conventional address, agents can use points of interest such as hospitals, malls, parks and buildings to pinpoint the location. This enables St-Hubert to decrease the amount of time it takes to process an order, optimize the flow of orders to restaurants and enhance the overall customer experience. "When we were looking for geographical data that would provide the location intelligence we needed for this call center solution it was recommended by ESRI Canada that we use DMTI because they have the most comprehensive and reliable data in Canada," explained Nathalie Ouellette, project manager for St-Hubert Bar-B-Q. "Being able to locate our customers quickly and accurately saves time and allows us to streamline our operations for optimum productivity at each restaurant. This allows us to fulfill the fundamental commitment which has been our company's trademark since its very beginning: customer satisfaction." About ESRI Canada: About DMTI Spatial: Media Contacts: Heather Adams John Sorrell | |