How Pizza Mart Scaled 40% with Call Answering Services

Pizza Mart, located at 5900 York Rd, Baltimore, MD 21212, faced what many successful restaurants encounter – the growing pains of popularity. What started as a neighborhood pizza shop had evolved into a bustling operation serving customers throughout Baltimore, but their phone system couldn’t keep up with demand.

The owner watched his dream business turn into a daily nightmare. Every lunch rush brought chaos as phone lines exploded with orders from nearby offices and corporate buildings. The constant ringing created a stressful environment that affected both staff performance and customer satisfaction.

The Challenge of Managing Restaurant Calls at Pizza Mart Baltimore

The problems at Pizza Mart weren’t just about volume – they were about logistics and human limitations. The kitchen environment presented unique challenges that made phone order management nearly impossible.

The Breaking Point: Multiple Responsibilities, One Phone

Kitchen Chaos Disrupts Customer Service : Inside Pizza Mart’s kitchen, the noise level made phone conversations difficult. Ovens hummed, mixers churned, and staff members called out instructions across the workspace. When kitchen staff tried to answer phones while preparing orders, customers struggled to hear menu explanations and place accurate orders.
Overwhelmed Staff :
The receptionist juggled an impossible workload that extended far beyond traditional phone answering. Walk-in customers needed immediate attention, but so did the steady stream of orders from:
- Slice app notifications
- DoorDash driver coordination
- Uber Eats order management
- Grubhub delivery scheduling
- In-house delivery driver dispatch
Each platform required different processes, and switching between them while helping walk-in customers created delays and confusion.
Owner Burnout: The Hidden Cost of Growth :
The owner found himself trapped in his own success story. Instead of focusing on business development and expansion plans, he spent his days answering phones, resolving customer complaints about late deliveries, and mediating disputes over food quality.

This constant firefighting mode prevented strategic thinking. He arrived at the store early, left late, and brought work stress home to his family. The business he’d built to create freedom had become a prison of endless phone calls and customer service issues.
The Lunch Rush Crisis: When Phone Lines Exploded :
Between 11:30 AM and 2:00 PM, Pizza Mart’s phone system reached its breaking point. Corporate offices throughout Baltimore placed bulk orders, individual customers called for quick lunches, and delivery complications created a perfect storm of communication chaos.

During peak hours, the phone line stayed busy for extended periods. Potential customers heard busy signals and likely called competitors instead. The staff couldn’t handle walk-in customers, phone orders, and food preparation simultaneously without compromising quality somewhere.

The owner realized that every missed call represented lost revenue, and every frustrated customer could damage the restaurant’s reputation through negative reviews.

“I’d yell orders over deep fryers while taking credit card numbers. Our reviews said: ‘Great pizza, chaotic service.’” – Pizza Mart Owner

The Solution Discovery

Sometimes the best business advice comes from unexpected sources. A fellow restaurant owner, who had faced similar challenges, suggested dedicating phone order management to a specialized service provider.

“You’re trying to do everything yourself,” his friend explained. “There are companies that specialize in restaurant phone answering services. They understand the food business and can handle orders better than your kitchen staff ever could.“

This conversation planted the seed for Pizza Mart’s transformation.

The Turning Point: Discovering Bizcentrics Restaurant Phone Answering Service

After extensive research, Pizza Mart discovered Bizcentrics and immediately recognized several key advantages:

Reasonable rates: Transparent pricing tailored to phone order volumes.
Relevant experience: Staff trained in Baltimore‑area restaurant phone order protocols.
Dedicated agents: Calls answered exclusively for Pizza Mart—no rush, no distractions.

Bizcentrics agents handle phone orders from start to finish: they listen carefully, explain the menu, highlight combo deals, upsell add‑ons, and confirm every detail. Once orders are confirmed, they’re entered directly into Pizza Mart’s POS system—automatically printing at the kitchen and front desk.

The Results: Measurable Business Transformation

The partnership with Bizcentrics produced immediate and sustained improvements across multiple business metrics.

Revenue Growth

Pizza Mart experienced significant revenue increases within the first month of implementation. By eliminating missed calls and improving order accuracy, they captured previously lost sales opportunities.

The professional phone service also increased average order values. Bizcentrics agents were trained to suggest appetizers, drinks, and desserts, naturally increasing each transaction’s value without seeming pushy.

Improved Customer Reviews

Online reviews improved dramatically as customers praised the professional phone service and accurate order fulfillment. The reduction in order mistakes and delivery confusion led to higher ratings across all review platforms.

Owner Peace of Mind

The most significant change was the owner’s improved work-life balance. He could leave the restaurant during the day for meetings, supplier visits, and strategic planning without worrying about missed calls or customer service issues.

Morning routines became more relaxed. Instead of rushing to the store to handle early orders, he could arrive at a reasonable time and focus on business development activities.

Staff Efficiency Improvements

Kitchen staff worked more efficiently without constant phone interruptions. Food preparation became smoother, and the overall work environment improved significantly.

Front desk staff could focus on walk-in customers and delivery coordination without the stress of managing multiple communication channels simultaneously.

Results: Tangible Benefits for Pizza Mart

Within weeks of implementation, Pizza Mart saw tangible benefits:

Revenue jump: Phone order revenue increased by 25% as no calls went unanswered.
Boosted reviews: Customers praised the prompt, friendly service; Google and Yelp ratings climbed.
Owner relief: The proprietor reclaimed hours previously spent on calls, now devoted to branch expansion planning and family time.Business owners create the most value when they focus on strategic activities rather than operational tasks. Delegating routine functions allows leaders to concentrate on growth and development.
Staff focus: Kitchen and front‑desk teams concentrated on food prep and in‑store service—free from phone distractions.
Scalable growth: With a reliable call answering partner, Pizza Mart confidently planned new locations across Baltimore.

The Ongoing Partnership

Pizza Mart’s relationship with Bizcentrics continues to evolve as the business grows. The call recording feature provides valuable insights into customer preferences and common questions, helping refine menu offerings and promotional strategies.

The detailed reporting helps Pizza Mart understand peak calling times, popular menu items, and customer demographics – information that informs marketing decisions and operational planning.

Conclusion: From Chaos to Control

Pizza Mart’s transformation demonstrates how the right partnership can solve complex operational challenges while creating opportunities for growth

The investment in Bizcentrics paid dividends beyond immediate revenue increases. The owner regained control of his business and his personal life, staff worked more efficiently, and customers received consistently better service.

For restaurant owners struggling with similar challenges, Pizza Mart’s story proves that solutions exist. Sometimes the key to growth isn’t working harder – it’s working smarter by partnering with specialists who understand your industry’s unique demands.

The phone calls that once created chaos now generate revenue, customer satisfaction, and peace of mind. That’s the power of professional phone answering services done right.