The digital engine behind Chipotle catering
Chipotle Mexican Grill, leaders in Mexican fast casual, has a cult following that has expanded well beyond its individual mealtime format. Chipotle tapped Olo’s Switchboard solution to streamline catering management for business meetings, events, and parties. Call center agents for 1-800-CHIPOTLE are able to better serve customers and manage orders through the digital catering solution. After a successful launch of the behind-the-scenes digital catering solution last year, Chipotle partnered with Olo to launch a consumer-facing catering solution in 2017 for digital guests.
Smart catering management
Agents can give live quotes on catering availability directly from Switchboard, which manages order capacity based on demand. If the customer’s desired store is offline or at order capacity, the agent can guide customers on other nearby options.
Chipotle offers a menu of catering options for meetings and parties. The brand needed a streamlined and simple solution to assist call center staff with managing catering orders. The solution needed to manage capacity and item availability on-the-fly in order to guide customers to the best available options.
Guests calling 1-800-CHIPOTLE are served by consultative reps with menu and store information at their fingertips through the Switchboard interface. Switchboard allows the reps to access saved order history - even if a call drops or if there are order changes, customer info is saved on file. Reps can email quotes to customers, who can call back and complete their order with existing saved info on file.