Tim Hershberger

marketing Strategist & Automation Expert

Real Results, Real Growth

Marketing Strategy and Implementation

America's Incredible Pizza Company

Transforming Customer Engagement with a High-Performance Call Center

The Challenge 🚨

America’s Incredible Pizza Company (IPC) had high call volume but lacked a centralized system to handle customer inquiries, birthday party bookings, and group sales efficiently. Many potential customers abandoned bookings due to long response times or unhelpful interactions.

Inefficient customer response times – Calls were being routed to individual locations, leading to long wait times, 20%+ dropped calls, and lost bookings.
Lack of sales-focused call handling – Employees at store locations weren’t trained to convert callers into paying customers.
Missed revenue opportunities – Many customers asked about birthday parties and group sales, but no follow-up processes existed.
Inconsistent customer experience – Different locations handled calls differently, leading to confusion and dissatisfaction.

The Strategy 🎯

Centralized Call Center & Optimized Sales Process

Step 1: Establishing the Call Center

Created a centralized call center – Consolidated all customer inquiries into a dedicated team, ensuring faster response times and professional handling.
Trained agents in customer service & sales techniques – Instead of just answering questions, agents were trained to convert inquiries into bookings.

Step 2: Implementing Automation & Lead Capture

Integrated CRM & automation – Calls were logged into a CRM (Salesforce/Ontraport), allowing follow-up emails/SMS for incomplete bookings.
Automated follow-ups for abandoned inquiries – If a customer didn’t book, they received a personalized email & SMS with a special offer.

Step 3: Creating a Data-Driven Approach

Call performance tracking – Utilizing Tableau, I measured call volume, response times, and conversion rates, allowing continuous improvements.
AI-powered call routing – Used intelligent call distribution to route high-value leads (birthday parties, corporate events) to top-performing agents.

The Results 📈

🔥1.5M+ in additional revenue from optimized booking conversions.

🔥 30% improvement in call answer times, reducing customer frustration.

🔥 35% increase in birthday & group bookings from inbound calls.

🔥Higher customer satisfaction, leading to more positive reviews and repeat visits.

Impressed by his passion, marketing and ability to motivate.

Tim and I worked together for marketing/group events/sales contracts/group sales for Incredible Pizza Company. He was also in charge of several other areas at this corporation and was instrumental in writing reports, analyzing marketing trends,and developing programming for our sales departments. I was impressed by his level of passion for his concepts and marketing and his ability to motivate his team. Tim has a creative mind and a great drive to succeed and puts time and effort into his work.

Ashley McGuire

Vice President, America's Incredible Pizza Company

Tim is truly a talented leader

I had the pleasure of working with Tim Hershberger at America’s Incredible Pizza Franchise Group in Springfield, Missouri , during which time the company saw consistent growth under his leadership. I’m confident that growth can be attributed to Tim’s uncanny knowledge of the marketing landscape and his unparalleled ability to lead a team. The work atmosphere in that organization was often intense and extremely fast-paced, but he managed competing priorities and personalities with grace.

Tim is truly the most talented leader I’ve encountered in my 20 years in the corporate world. He is intelligent, masterful at reading and analyzing data, and skilled at adapting to rapidly changing environments.

Heather LaMonda

Copywriter, America's Incredible Pizza Company

Impressed by his passion, marketing and ability to motivate.

There are many notable qualities, here are three:

1. His ability to inspire a team. He creates a culture to work in that is focused, honest and positive. This allows the work flow to work to be Tim was a great experience.

2. Outstanding responsiveness. He is right there ready to help. Always understanding and always knows how to phrase things to smooth out an issue or explain intelligently a solution. As a leader it helps the team keep momentum and open communication alive and continuous.

3. Leadership. He has a mentoring approach to leadership, keeping the entire team focused and aligned towards a common goal. He encourages growth with his ability to give credit where credit is due. He is a friend and a leader who motivates each step of the way.

John C. Maxwell said, “Leaders must be close enough to relate to others, but far enough ahead to motivate them." Tim is always one step ahead.

Jeremy Jones

Multimedia Director, America's Incredible Pizza Company

Tim is truly a talented leader

I had the pleasure of working with Mr. Hershberger from 2013 to 2017 as both an indirect and direct report at America’s Incredible Pizza company. Tim was hired as the Vice President of Marketing, but quickly became the Senior Executive Vice President of both Sales and Marketing divisions for our multi-million dollar family entertainment concept.

Since his onboarding and up until the point of his departure, I can confidently say that Mr. Hershberger was the most impactful, game-changing team member to arrive at America’s Incredible Pizza Company. Tim brought so much to the table from overall sales strategy and marketing, to his ability to brighten any room with his high level of energy and passion for all he did, that myself and many others often wondered just how he was able to power through the immense workload he created for himself day after day.

Tim is an excellent motivator and leader. He is able to rapidly build rapport with seemingly anybody, and quickly pinpoints just how to ignite engagement from team members at any level in the corporate hierarchy. From entry level staff, to C-level executives, Tim is an impressive and genuine leader who coaches from a place of compassion and complete effectiveness. A true role model by any standard. I’m thankful for the lessons I have learned from him along the way.

focused communication style and you will see the entire company benefit.