Zoe's Kitchen is a fast-casual restaurant chain that serves fresh, healthy, and Mediterranean-inspired dishes to its customers. With more than 250 locations across the United States, the company's mission is to provide a fast and convenient dining experience while promoting healthy eating habits.

No, of Employees

1001-5000

Company Headquarter

Plano, Texas, United States

Challenges

Zoe's Kitchen faced a daunting challenge in its sales and customer relationship management processes. Their existing methods were a hodgepodge of disconnected tools and systems, leading to inefficiencies and a lack of control over their sales pipeline and customer interactions.

Without a centralized system, the sales team had no clear picture of their pipeline, making forecasting and planning an arduous task. In addition, they had to manually input data into multiple systems, leading to time-consuming and error-prone processes.

A Fortune-Changing Move

Realizing the limitations of their existing processes, Zoe's Kitchen knew they needed a more streamlined and integrated solution to manage their sales and customer relationships.

They sought the help of Polar Strategy, a leading provider of SugarCRM solutions, to help them optimize their sales processes and improve their customer experience. Polar thoroughly assessed Zoes Kitchen's existing processes, identified key areas for improvement, and proposed a comprehensive SugarCRM solution that would centralize their sales data, automate their processes, and provide real-time visibility into their sales pipeline. 

Zoe's Kitchen was initially hesitant about adopting a new system, fearing it would disrupt their existing processes and take time to learn. 

However, Polar Strategy addressed these concerns by providing a tailored solution aligned with Zoe's Kitchen's unique needs and budget. 

Ultimately, Zoe's Kitchen realized their existing processes were holding them back and needed a more efficient and integrated solution to manage their sales and customer relationships. They trusted Polar Strategy's expertise and experience to help them overcome their hesitations and achieve their goals.

They also provided extensive training and support to ensure the sales team could quickly adapt to the new system and maximize its benefits. 

Solution

In February 2018, Zoes Kitchen partnered with Polar Strategy to implement a solution that would streamline their quote management and improve their overall sales process.

Creating and Managing Quotes

One of the most critical services provided was creating and managing quotes in SugarCRM. This feature allows Zoe's Kitchen to create and send quotes to clients for services like catering or group orders, track the status of those quotes, and ultimately convert them into orders. For example, their team can create a quote for a catering order, add billing and delivery information, and send it to the client for approval. If the client approves the quote, the team can convert it into an order and manage it through SugarCRM.

The management team was concerned about taxes and discounts and how to add or remove them. Polar alleviated this concern by providing additional features such as:

• Tax & Discount features to automatically apply the discounts
• Billing & Delivery sections to manage payments easily
• Order form feature to streamline order processing

Further Customization 

Polar conducted a comprehensive review of Zoe's Kitchen's sales and customer relationship management processes to identify areas for improvement. Based on this analysis, the company implemented SugarCRM's module and record overview feature to streamline data entry and organization.

• Client record view feature
• A company record feature
• Meeting/tasting feature
• Recovery Feature

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Saving Time and Effort in Quote and Invoice Management

Zoe's Kitchen faced challenges with its quote management process due to the manual handling of documents. In addition, the senior members at Zoe's expressed concerns over the time-consuming process of sharing and storing important documents. In response to these challenges, Polar created a quote management feature that allowed Zoe's to download invoices and quotes in PDF format, making it easy to share and store important documents.

Zoe's Kitchen saw a 50% reduction in quote turnaround time, from an average of two days to just one.

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Results:

By implementing SugarCRM and adopting the quote management features and services, Zoe's Kitchen was able to achieve the following:

• Streamlined Billing and Delivery Processes
• Improved Order Processing
• Increased Productivity
• Enhanced Customer Experience

Today, Zoe's Kitchen is a success story, with a streamlined quote management process that has enabled them to operate more efficiently and improve their sales process.

Polar Strategy enabled Zoe's Kitchen to focus on its core business and deliver an exceptional customer experience. The team at Polar delivered everything they promised and worked closely with the client to ensure the solution was tailored to their specific needs.