The challenge
The effects of the coronavirus pandemic took Papa John’s revenue skyward in 2020, increasing same-store sales by 13.5% in the fourth quarter. This increase in volume led Papa John’s to examine efficiency as a target for innovation, specifically in its ordering processes. Of the 30% of orders placed by phone, between 10% and 12% were abandoned due to non-answer, indicating lost revenue. As phone calls can affect many steps in the process—including delivery time—automating the order process could help the restaurants focus their resources on the important task of making and delivering pizzas. Papa John’s wanted to optimize its operations for growth and improve customer service by cutting order wait times and eliminating dropped calls on phone orders.