Unified Communications Power 'Cake Boss' Growth
Carlo's Bakery, the business at the center of TLC reality television show "Cake Boss", replaced a traditional PBX phone system with an Avaya Unified Communications system to support rapid growth in demand and aggressive retail expansion.
When 'Cake Boss' CIO Leo Minervini was first hired by the company in 2011 he was tasked with linking their only retail store in Hoboken, NJ with new locations for a factory and several new retail shops - all of which were still in the planning phases.
"I knew we would do an aggressive retail expansion and e-commerce," Minervini says. "When we started selling products online there would be a flood of requests."
Carlo's Bakery rapidly expanded from one retail operation to seven sites and needed a way to bridge communications between their west and east coast facilities.
The company evaluated several phone systems and decided on Avaya for most of its network infrastructure, including core switches, phones, its call center and Wi-Fi access points.
Carlo’s Bakery are heavy users of cloud-based application services from Salesforce.com; particularly its CRM, Service Cloud ticketing, and Chatter messaging services.
Minervini plans to roll out a video consulting service over the system in the coming months so their internet customers can schedule appointments with cake consultants and discuss details - giving customers the ability to view options in real time.
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