Success Stories

A slice of success: Delivering pizza to the masses

Mike Doman
Technology Journalist

Mike Doman is a technology, lifestyle, industrial and education writer

Mike Doman
Technology Journalist

Mike Doman is a technology, lifestyle, industrial and education writer

A family-run pizza business changed how they operate by investing in a bespoke online ordering system.

Owner and founder of Mal’s Pizza Bite, Mal Barnes has run small businesses all his life. He understands the importance of great service and quality ingredients, but he also understands that as business grows, you need to look at new ways of operating.

Until recently, Mal’s Pizza Bite received business through two key channels, taking orders over the counter and on the phone. But lately, Mal has invested in a bespoke online ordering system that allows customers to order from the comfort of their own living rooms – helping manage demand and recognising the opportunities that lie online to grow the bottom line.   

“When we first developed the online ordering system, we were lucky to have five per cent of orders come through it. But as people became aware of the website, that has increased. We’re currently at 15 per cent, but I expect it will increase even more this year.” 

A recipe for success

Taking orders online makes the shop much more efficient, with less time on the phones taking orders and more time doing what he does best – making his famous pizzas.

“Each call takes about three minutes. When you’re doing that 20 – 30 times a night, it all stacks up,” says Mal.

Adding up the day’s takings is also much more accurate and efficient.

“It’s also easier for the delivery people, as the payment is all handled during the ordering process, so they don’t have to worry about exchanging money, or keeping a tally of the money they collect.”

The right ingredients

A successful business, no matter the industry, needs the right tools to operate and deliver. For Mal’s Pizza Bites, this meant a steady internet connection.

Mal and his team turned to a Telstra provided ADSL 2.0 Business Digital Package and Telstra’s mobile network in the local area. And, as soon as the NBN is switched on in the Bega area, Mal said he’ll be making the switch across to experience even faster speeds.

“A lot of our customers like to get dinner on the way home from work, so they order off their phones while they’re on the move, then the food is ready by the time they get to the store.

“Bad connection speeds means customers give up and try alternate dinner options, so the 4GX coverage we receive across most of Bega means almost anyone on the move can access the online booking system with ease.”

Taking orders

After years building the business to what it is today, Mal recently decided to take a step back and let his managers take more of a leading role in the day-to-day running of the store. That’s meant more time for Mal to take as his own.

Get your business in the cloud

with Telstra Small Business Cloud Services.

Find Out More

New report reveals small businesses lagging behind customers in tech
Trends
New report reveals small businesses lagging behind customers in tech

According to the 2018 Telstra Small Business Intelligence Report, customers increasingly use technology to find products and research businesses. Yet many small businesses are ...

5 simple ways to earn your customers' loyalty online
Tech Solutions
Tech Solutions
5 simple ways to earn your customers' loyalty online

Do you know what experience your customers want online to keep them loyal? Keep them coming back with these 5 simple, effective strategies. Today’s customers have a lot of choi...

Woman swiping card
Customer Experience
Customer Experience
5 easy secrets to customer loyalty

When small businesses want to boost customer loyalty, they often focus on dis-counts and special offers. However, there are many more ways you can make customers feel all that ...

Man sitting down using tablet
Customer Experience
Customer Experience
Tech: the new customer charmer

While many businesses look at technology as a way to make them more productive, others see it as an opportunity to delight customers. Adding a little tech to your business coul...