Captain D’s Launches Phone-Based Customer Satisfaction Survey with Angel.com
Chain of 600 Seafood Restaurants to Use Interactive Voice Response to Capture Immediate Customer Feedback
McLean, Va. (September 28, 2005) –
Angel.com, a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions and a division of MicroStrategy® Incorporated (NASDAQ: MSTR), announced today that Captain D’s, a chain of 600 seafood restaurants, has selected Angel.com to build and deploy a phone-based customer satisfaction survey. The solution, which uses IVR to record customer responses, has already been deployed in 325 Captain D’s locations and a national rollout is planned in the near future.
Captain D’s selected Angel.com’s survey solution to capture instant feedback from customers after they complete their dining experience. Random customer receipts include a toll-free number which prompts the caller to answer 10 questions. The solution is completely integrated with Captain D’s point-of-sale system and web services, allowing for quick and easy reporting.
Captain D’s uses the data from the surveys to make recommendations to individual locations on improving the guest experience. The surveys are available for viewing instantly after the survey is completed and the stores and upper management are notified within minutes of surveys that may need attention. The company has already received over 6,000 completed surveys and expects to receive over 31,000 by the end of 2005.
“We needed to ramp up our phone-based survey pretty quickly and I didn’t want the learning curve that comes with an on-premise system. I was pleasantly surprised that Angel.com was able to provide a solution that my IT staff could build and manage internally at a very reasonable price. Angel.com made the entire process very easy,” said Chris Crabtree, Vice President of Information Services for Captain D’s.
“Typically in a project like this, doing the integration between systems takes as long as developing the core of the project. But working with Angel.com, we finished the integration quickly and I could concentrate on building meaningful reporting from the collected data,” said Steve Jacobs, Captain D’s lead programmer on the project.
“We are thrilled that Captain D’s selected Angel.com to build and deploy its customer satisfaction survey,” said Mike Zirngibl, President & CEO of Angel.com. “This is a perfect example of what Angel.com is built for – rapid development of IVR solutions that can be integrated with web services and managed internally by the customer’s IT staff.”
About Captain D’s
Headquartered in Nashville, Tenn., Captain D’s Seafood owns, operates and franchises more than 580 restaurants in 24 states. The first store was opened in Donelson, Tenn., in 1969 as Mr. D’s. The company later changed its name to Captain D’s Seafood and became Captain D’s, LLC, in August 2002.
About Angel.com
Angel.com is a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions, which enable organizations of all sizes to quickly deploy powerful telephony applications. More than 1,500 customers turn to Angel.com’s patented Voice Site technology to power customer service and marketing phone numbers using intelligent speech recognition that can automate most phone-based interactions. With an innovative Internet-based solution that requires no investment in hardware, software, or human resources, Angel.com balances the need for high quality communications with affordable pay-as-you-go pricing.
About MicroStrategy
Founded in 1989, MicroStrategy is a global leader in business intelligence (BI) technology. MicroStrategy provides integrated reporting, analysis, and monitoring software that helps leading organizations worldwide make better business decisions every day. Companies choose MicroStrategy for its advanced technical capabilities, sophisticated analytics, and superior data and user scalability. More information about MicroStrategy (NASDAQ: MSTR) is available at www.microstrategy.com.
MicroStrategy, Angel.com are either trademarks or registered trademarks of MicroStrategy Incorporated in the United States and certain other countries. Other product and company names mentioned herein may be the trademarks of their respective owners.
Mike Sweeney
Angel.com
(703) 770-1352
sweeney@angel.com
Source: MicroStrategy