skip to Main Content
+965 99607850 info@alammar-intl.com

HDS

is an Order Processing and delivery software package developed with the two features in mind: Ease of Use and Efficiency. The solution delivers a truly operations center which monitors and manages customer orders at the enterprise level of many sites and geographical areas at the national/regional level. Communication between the Call Center and various order processing centers (Sites/Restaurants/etc…) is maintained on-line where orders can be delivered instantly from the call center to the site (Delivery center) based on the location/wishes of the customer (In cases of Pick up orders). The status of communication between the Call Center and all the Sites is monitored at the Call Center via a site monitor display which requires no intervention from the user as it shows, based on distinctive coloring schemes, the status of each site with respect to its communication, its orders overload, etc…. Communication breakdown between the Call Center and a Site is automatically sensed and immediately indicated to both Call center management/Supervisors and to the site management.

At the heart of the application is an efficient communication software which manages all communications between sites and the call center.

The system operational aspects are numerous and need to be viewed to be appreciated. Simply put, it affords the users, agents, supervisors, managers and site dispatchers the luxury of simplicity and effectiveness in solving operational problems online with the least of efforts.

In brief, the package is made of the following modules:

• Agent Module :‎

Manages agents order taking process and related functions of order redirection, confirmation, etc…

The following is a sample window of a typical menu. A totally and truly GUI interface that affords the agent all means of simplicity and practical functionality. Sub-menus are limitless.

Agent2
Dispatcher2
• Site Module – Dispatcher :‎

This is located at the restaurant/Site. It manages all communications between the site and the Call center in addition to managing the operational requirements of the site order processing and delivery, including all on-line reporting (to call center) of order status as it moves from the processing section (Kitchen, packaging, etc…) to the customer doorstep and until the driver returns and order closed. Various actions of Order meal rejections and cancellations may be performed here and reported back to the call center instantly as it happens.

• Site Monitor :‎

Statistics Monitor: This is an all encompassing display monitor of the overall activity of the Call center operation. It is a one screen summary of all activities and performances, in number (of Orders) and value, either for all sites and/or by individual sites and/or individual agents, in addition to some statistical comparative analyses between the sites, agents, etc… A very powerful one stop point for all information one needs to know about the call center operation nationwide.

Monitor

Back Office:

This is the administration module of the call center. Through it, menus, users, response time estimates, etc is managed. Application (Not Agent) menu is totally user customizable and configurable based on user defined access security policies.

Administration Module

Report Facility:

This is another example of the system user interface simplicity, where the user is helped all the way to identify necessary values needed to submit to a given report. This is, again, a one stop, one interface to run all reports. Effectively, no training is required.

Menu Editor:

This is a graphical menu editor where all order items (meals, …) are defined. Again, yet another example of distinctive delivery of simple but yet powerful dynamic menu definition module where the user will be able to control the look of the menu button before launching it.

Administration Module

Back Office:

This is the administration module of the call center. Through it, menus, users, response time estimates, etc is managed. Application (Not Agent) menu is totally user customizable and configurable based on user defined access security policies.

Report Facility:

This is another example of the system user interface simplicity, where the user is helped all the way to identify necessary values needed to submit to a given report. This is, again, a one stop, one interface to run all reports. Effectively, no training is required.

Menu Editor:

This is a graphical menu editor where all order items (meals, …) are defined. Again, yet another example of distinctive delivery of simple but yet powerful dynamic menu definition module where the user will be able to control the look of the menu button before launching it.

Brief Functional Listing

The following is a brief listing of the system functional delivery as per our brochure.

  • Total Control of Real time Communication between service site & call center. ‎‎( order taking is totally in real time mode)‎
  • Unbelievably flexible promised time calculation for configuring order time to deliver. The online promised time setting may be effected based on any of the following rules:

 By franchise ‎

 By site

 By site destination parameters based on day type(Holiday, ‎weekend,…), Day of week and hour of day

 Constant/fixed at call center, franchise, or site level.‎

Additional temporary variation based on emergency considerations

 Site over load  factor online considerations of current site pending ‎orders. That is, Based on the site pending orders, promised time may be ‎scaled accordingly.‎

  • Real time messaging between call center & any site.
  • Graphical presentation of order status relative to promised time       ( sad face ‎for late order, Smiling Face for on-time delivery, …)‎
  • Partial/ total order rejection by client with coded reasons that is reported back ‎to call center.‎
  • Suggestive selling. A way to broadcast a message to all agents regarding sales ‎instructions, etc…
  • Complete CRM set of facilities => Total customer value to business.‎
  • Order redirection (Single or group) between sites.‎
  • Online Enable/Disable a specific site.‎
  • Add a message to print as footer on client invoices/ Receipts
  • Menu may be defined for a specific franchise, site or group of franchises.‎
  • Totally customer defined (GUI based) ordering Menu.‎
  • Statistics Monitor with drill down facilities projecting the total business of the ‎call center with the ability to focus on specific site.‎
  • A one-stop view of your total operation performance by call center, site and ‎agents.‎
  • Total financial and operational reporting analysis.‎
  • Total order management through the site manager module.‎
  • Plus many more….
Back To Top