Carlos Bakery
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Challenges Avaya Midmarket Solutions • How to handle rapid business Aid Rapid Growth at Carlo’s growth while driving simplicity? Bakery Popularity of TLC’s “Cake Boss” Reality • Who to turn to for Series Drives Need for Simplicity, Power in trusted advice re: Core Communication Platforms business communications solutions? Business Value • A trusted technology partner with end-to-end solutions covering – Voice – Contact center with Salesforce.com integration – Networking New Jersey’s Carlo’s Bakery began as a small, family-owned – Wi-Fi business in 1910. Acquired by the Valastro family in 1964, the company has experienced rapid growth since the 2009 airing of – Mobility the TLC reality hit, “Cake Boss,” enjoying worldwide name recognition today. Featuring Master Baker Bartolo “Buddy” – Geo-tracking Valastro, Jr., along with Valastro family members and friends, application the show is broadcast in 208 countries and boasts over 2 billion viewers worldwide. Since 2009, a key focus on the part of the management team has been supporting the growth of the business and Buddy’s TV presence and appearances while minimizing complexity in day- to-day operations. avaya.com | 1 “Avaya has provided us Rapid Growth locations to the network and enabling full communication capability is Part of the growth challenge was with a comprehensive seamless and cost effective. maintaining Carlo’s Bakery’s high solution that handles standards for customer service. Carlo’s Bakery is leveraging its Avaya Facing lines out the door, phones all of our business network to the fullest extent, using ringing off the hook and a rapidly the fast, reliable Wi-Fi to power needs and helps us to growing online presence, the family numerous applications, including the realized it needed to an entirely new work together more company’s Apple iPad-based communications platform. For that, inventory control management and efficiently, collaborate they turned to Avaya. Point of Sale solutions. more easily, and “I always joke that our old call center “We have lines out the door almost ultimately reduce costs customer experience model was, every day at every Carlo’s Bakery ‘Carlo’s Bakery, please hold,’” laughs location,” explains Minervini. “So we through better Buddy Valastro. Avaya offered Carlo’s deployed an iPad POS app that lets us communication.” Bakery an alternative to piecemeal take orders and payment from solutions. Avaya took Carlo’s Bakery – Leo Minervini, customers while they’re in line. We’re from six phone lines to a state-of-the- Carlo’s Bakery CIO able to offer better customer service art infrastructure to support critical by leveraging the Wi-Fi capability we applications on a 24x7 basis, including have in place.” IP Office™ Platform, Avaya’s flagship In the last five years, Carlo’s Bakery solution for small and midmarket has grown from its single flagship enterprises, wireless LAN, and data The business plans to use the Wi-Fi location in Hoboken to six stores and network solutions. network to allow customers to order an 80,000 square-foot factory in cakes in-store and connect over video Lackawanna, NJ. The number of with a designer at the Lackawanna According to Leo Minervini, Carlo’s Carlo’s Bakery employees has factory to discuss design details. The Bakery CIO, “Avaya has provided us increased from 35 in 2009 to over goal is to make purchasing as simple with a comprehensive solution that 400, and Buddy now stars in two as possible for customers. handles all of our business needs and additional TLC reality series. helps us to work together more efficiently, collaborate more easily, Upgrading the business and ultimately reduce costs through A New Era in Business communications infrastructure to better communication.” minimize complexity and drive Communications simplicity has been a key success Avaya IP Office™ has been deployed factor in Carlo’s Bakery growth at all six of the Carlo’s Bakery journey. Seamless & Cost– locations, supporting 98 Effective communications end points and providing a centralized voicemail Carlo’s Bakery deployed an end-to- system. This midmarket solution end, high-speed Avaya network offers real-time collaboration and throughout the organization. As new unified communications features for stores are built, adding those businesses, scaling up to 2,000 2 | avaya.com employees. Expansion capacity was On the Road “Buddy can be anywhere around the an important consideration for Carlo’s globe on any given day,” says Adam Appearances, speaking engagements, Bakery. By the end of 2015, Carlo’s Bourcier, Carlo’s Bakery PR director. and events keep Buddy on the road, Bakery expects to have 15 locations, “I’m on the road with Buddy all the making mobility a top priority in the all of which will be integrated into the time, and I can tell you that the Avaya Carlo’s Bakery communications IP Office™ platform seamlessly and Flare® Experience lets us do our jobs solution. The Avaya Flare® without the need for major upgrades from anywhere in the world.” Experience, an all-in-one, easy-to-use to the core Avaya infrastructure. collaboration application for iPads or Windows devices, lets Carlo’s Bakery Avaya’s IP Office™ Contact Center is employees use their tablets as their Increased Face Time enhancing employee productivity and primary communications devices, no The next addition to the Carlo’s improving the customer experience. matter where they are. They can Bakery’s Avaya network will be Avaya The Carlo’s Bakery contact center connect over Wi-Fi and have access Scopia® XT Video Conferencing. This has an automated attendant with to all of the applications they would full-featured HD video collaboration 40 channels at the main location, have on their desktops – phone calls, solution will let Buddy meet face to fifteen call center agents and two video chats, IM, and even the Avaya face with any employee at any of the supervisors. geo-presence application. Carlo’s Bakery sites. It will also reduce travel for Buddy because he can “Between the consultations, the “Our delivery trucks were already replace some in-person meetings, national shipping inquiries, and calls equipped with cell service to support such as those with TLC executives, about our baking classes, we receive a the use of Saleforce.com, so it only with video meetings. phenomenal amount of phone calls,” made sense to piggy back on that and says Minervini. “The Contact Center deploy Avaya’s geo-presence has made a world of difference. We’ve application,” says Minervini. “It allows significantly improved customer us to track and communicate with service by reducing wait time and every Carlo’s Bakery delivery truck in “Avaya has been with us more accurately routing the calls that real time, giving our dispatchers come in.” and supported us every greater control and visibility.” step of the way during IP Office™ Contact Center analytics Outside of the United States, Carlo’s help to identify key call traffic this period of dramatic Bakery benefits from the Avaya Flare® patterns, and flag peak calling times, Experience by significantly reducing growth. There is allowing Carlo’s Bakery IT to better roaming charges. For example, when manage the number of people they Buddy was recently in Europe, he was nothing but growth on hire for the contact center, and staff able to connect via Wi-Fi to the Avaya work hours more effectively. The the horizon for Carlo’s network and, using the Avaya Flare® contact center also integrates with Experience on his iPad and iPhone Bakery, and we couldn’t Salesforce.com, giving agents all devices, communicate with the New relevant background on repeat ask for a better Jersey office without the need to customers and vendors at the outset access the local cellular network. collaboration partner.” of the call, improving the caller’s – Master Baker experience. Bartolo “Buddy” Valastro, Jr., Carlo’s Bakery avaya.com | 3 In addition, Buddy or anyone on the design team will be able use the Scopia video solution for custom cake consultations. The video solution will not only enable a live, ”The most face-to-face meeting for the initial consultation, its crisp, clear content sharing capability will allow for design reviews where sketches and models can be shared. important thing with technology “Avaya has been with us and supported us every step of the way during this period of dramatic growth,” says Buddy. “There is nothing but growth on the horizon for Carlo’s for me is Bakery, and we couldn’t ask for a better collaboration partner.” simplicity. ”The most important thing with technology for me is simplicity,” he adds. Avaya makes “Avaya makes it simple.” it simple.” Solutions – Master Baker Bartolo “Buddy” Valastro, Jr., • IP Office™ Platform Carlo’s Bakery • Ethernet Routing Switch 4000 Series • Wireless LAN 8100 Series • Avaya one-X® Clients for Unified Communication ABOUT CARLO’S BAKERY Carlo’s Bakery is a renowned family-owned business that produces high-quality wedding cakes, specialty cakes and baked goods. Headquartered in Hoboken, New Jersey, Carlo’s Bakery originally opened in 1910. Fourth generation baker-decorator Bartolo “Buddy” Valastro, Jr. and the entire Carlo’s Bakery team are featured on TLC’s reality show, “Cake Boss”. About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabric- based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com. © 2015 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.