Pizza Hut Malaysia

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Figure 4 - Pizza Hut Mobile Application

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Figure 5 - Ordering via Website

There are three payment methods for online order. First is payment via credit card, second via Maybank2U which is an online banking system for Maybank account holder and the third is cash on delivery. Pizza Hut is one of the first fast-food chain restaurants that offer online banking as one of their payment system. The Malaysia's first online acceptance payment facility for online pizza ordering was introduced and announced on year 2008. The While keeping up-to-date by using online payment and credit card payment, the option for cash on delivery is still maintained. Not all of the customer have credit cards or use online banking system such as Maybank2U. So payment by cash after delivery is still a valid and must have option to all fast-food ordering website. Unfortunately the website does not offer other famous online banking system such CIMB Clicks and others. It’s only limited to Maybank account holders to enjoy this convenience.

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Figure 6 - Payment Method

E-marketing practice that was applied by Pizza Hut is by giving promotional price and coupons. One of them is the ongoing 35th anniversary campaign. Other than that this year Pizza Hut also announced “35 bites challenge”. This challenge netizens to upload their videos finishing a large sized pizza in 35 bites within under 5 minutes to Facebook. The winner would stand a chance to win a coupon for large sized pizza and would be certified as a pizza lover. The most sensational promotion is the Pizza Hut’s “scratch & smile” contest. The contest offer prizes of RM 35,000.00 cash to ten winners and other RM 10 million worth of prizes. To join this contest customer need to purchase any Pizza Hut product with total bill of minimum RM 35.00 in a single receipt. One scratch card would be given for every RM 35.00 of purchase. If the customer purchases a total amount of RM 280.00, they would get 8 pieces of scratch card.

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Figure 7 - Account Sign Up

Question 3.

Client Relationship Management (CRM) is an approach to distinguish, obtain, and hold clients – a business' most noteworthy resource. By giving the way to oversee and arrange client communications, CRM enables organizations to boost the estimation of each client connection and thus enhance corporate execution.

E-CRM, or Electronic Customer Relationship Management, is a coordinated online deal, advertising and administration procedure that is utilized to recognize, pull in and hold an association's clients. It depicts enhanced and expanded correspondence between an association and its customers by making and improving client communication through inventive innovation. E-CRM programming gives profiles and histories of every cooperation the association has with its clients, making it an essential device for all little and medium organizations.

Electronic customer relationship management (E-CRM) is the use of Internet-based advancements, for example, messages, sites, talk rooms, gatherings and different channels to accomplish CRM targets. It is a very much organized and facilitated procedure of CRM that computerizes the procedures in promoting, deals and client benefit. A successful E-CRM expands the effectiveness of the procedures and in addition enhances the communications with clients and empowers organizations to tweak items and administrations that meet the clients' individual needs.

To interact with its customer, Pizza Hut provides a customer service hotline number which is 1300-88-2525. Customer not only can order through calling but can also give feedback and consult problem or unpleasant experience that they encounter when ordering or eating at Pizza Hut restaurant. However this is not considered as E-CRM as it is not internet based interaction. For customer that want to give feedback online, they can do so by browsing to Pizza Hut Malaysia official website at the address https://www.pizzahut.com.my and go to contact us section.

Currently no email address was provided by Pizza Hut. But user can send feedback via website at the contact us section. The user would then be forwarded to QSR Brands’ website where they can submit their feedback and get the latest knowledge and news. Pizza Hut is using feedback ticketing system, which the user needs to fill in their feedback to the website. The management then would follow-up with the feedback based on the feedback ticket number. In the submit feedback section, we can select the department of interest which in our case is Pizza Hut. After that the user need to fill-in the ticket details. They are encouraged to provide as much information that is relevant to the issue as possible. The categories of feedback are cleanliness, hospitality, accuracy of order, maintenance, product quality, speed of service, compliment and others. Customer can also upload files such as pictures and videos as supplementary to their feedback.

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Figure 8 - Online Feedback

User can also connect to Pizza Hut via social network such as Facebook, Twitter, Instagram and Youtube. In this modern community, social network would play an important role in advertising and spreading news. Facebook, Twitter, Instagram and Youtube are the most popular social network application nowadays. Facebook user could post their experience to their page.

New news about promotions and special offer would be posted through social network sites. Followers of the Pizza Hut in Facebook, Twitter and Instagram would be updated with the latest news immediately. New videos about the ongoing promotions and campaign would be uploaded to Youtube. Customers that subscribe would be notified about the videos and able to watch them immediately. In this current era of technology SNS takes an important part of the society. A person who does not have any SNS account which it may be Facebook, Twitter or Instagram is considered not up-to-date. They would share their daily stories such about what and where they eat for breakfast, lunch and dinner. Even the 35 bites campaign was one of a successful promotion by Pizza Hut.

Those who register for Pizza Hut’s account would get the latest deal sent through their email. This is the most basic E-CRM where communication is through email subscription as they are