When a customer calls a pizza restaurant, they expect that the call is routed to the correct location and that a team member will answer the phone in the shortest amount of time possible.
When that restaurant chain is Grotto Pizza with 22 locations, that simple phone call can become a complicated technology challenge. Every store needs connectivity, hardware, a custom designed call flow, a robust communications platform, and centralized data analytics for management to make improvements. Calls need to reach the right team members and the right location immediately. Customers need clear information about hours and ordering. When a new restaurant opens, the phone system needs to be ready to work from day one to ensure a smooth operation from open to close.
That is where ThinkSecureNet comes in.
ThinkSecureNet is Grotto Pizza’s communication system provider and support partner, supplying, installing, maintaining, and supporting phone systems across all 22 Delaware, Maryland, and Pennsylvania locations for over a decade. All work and systems are backed by a U.S.-based 24/7/365 help desk, with a real person answering every call day or night.
“When making the switch to ThinkSecureNet, we received full support throughout the entire process, making the changeover easy and seamless. Their team was reliable, responsive, and there for us every step of the way. In addition to the exceptional service and support, the transition saved our company a tremendous amount of money without sacrificing quality or reliability,” said Jeff Gosnear, owner of Grotto Pizza.
Grotto Pizza began in Rehoboth Beach, Delaware, in 1960. What started as a small takeout operation has grown into a well-known restaurant brand serving pizza and other Italian food favorites. Today, Grotto’s locations include communities across the Mid-Atlantic. Known for its signature pizza, the restaurant offers dine-in service, takeout, delivery, catering, parties, and online ordering – serving more than 2 million pizzas a year.
As Grotto continues to expand across the region, reliable communication between customers, restaurants, and staff remains critical to supporting growth and delivering exceptional customer service.
Instead of treating every restaurant as a completely separate phone environment, Grotto needed all the restaurants to work as a connected system. Features such as call routing, automated answering menus, and customized messages were designed to fit the way each location operates. Ensuring Grotto locations have the most efficient call flow design is a critical piece to ensuring customers are happy and orders are routed properly.
For Grotto, that flexibility has been particularly valuable. Even though all Grotto locations operate within one centralized platform, each location has its own phone numbers, specials, hours and requirements. ThinkSecureNet works with each location and Grotto corporate management to ensure every location has exactly what it needs.
“ThinkSecureNet has been especially helpful in developing and implementing our automated answering systems and customized messaging at the store level. Their ability to tailor these systems to our operational needs has been extremely valuable,” said Mike Daley, Director of Operations for Grotto Pizza.
A flexible phone system allows those differences to be built into the customer experience, allowing customers to get answers before an employee ever picks up the phone. When changes need to be made, ThinkSecureNet’s support team can make them remotely, eliminating the need to send a technician and saving Grotto time and money.
For a restaurant, this means fewer unnecessary interruptions for employees who are busy serving customers and taking calls.
Technology problems can happen at any hour. When an issue arises during a busy dinner service, on a weekend, or on a holiday, Grotto needs a partner that understands this urgency and is ready to respond immediately.
“Their support team is very responsive, particularly when we have service issues or needs related to our hours of operation,” said Daley.
For Grotto, the value goes beyond technology itself. It is knowing they have a partner that understands the restaurant business and is there when they need support regardless of the day, time, or holiday.
Growth creates another challenge: Every new restaurant needs its network, cabling, and communications systems to be ready before opening day.
ThinkSecureNet supports this process from the ground-up, bringing infrastructure and communications under one roof. Its infrastructure services include structured cabling, network cabling, fiber optics, wireless infrastructure, and cameras, while its communications team designs, implements and supports the actual communication systems.
“They do an excellent job coordinating and implementing phone systems for new store openings,” said Daley
That kind of coordination matters because a restaurant opening already involves dozens of moving pieces. ThinkSecureNetgives customers the convenience of having one partner to handle the technology behind each new location.
There are several reasons a unified communication system is a good fit for a restaurant chain like Grotto Pizza.
Most importantly, a managed communication system gives a business more control over how its customers experience every interaction.
For a restaurant, a missed call can mean a missed order. A confusing phone menu can frustrate a customer. A phone system that cannot adapt to changing hours can create unnecessary problems. Good communications technology helps remove those obstacles before they affect the customer experience.
Grotto Pizza chose ThinkSecureNet because the company wanted more than just a vendor — it wanted a local technology partner that would understand its business and provide reliable support when needed.
“We were looking for a local company that could provide reliable service while also allowing us to develop a strong, long-term working relationship. ThinkSecureNet offered both, and that relationship has continued to grow over the years,” said Daley.
That relationship has become one of the most important parts of the partnership.
“Our experience working with ThinkSecureNet has been very positive. Over the years, we have developed a strong, personal relationship with their team. They are responsive to our needs, easy to work with, and proactive in recommending new products and improvements that may benefit our operations,” said Daley
After 12 years of working together, Daley says the relationship continues to work because ThinkSecureNet provides something difficult to measure but easy to recognize: personal attention and a true partner.
“The combination of great service, responsiveness, and personal attention has made ThinkSecureNet a strong partner for Grotto Pizza. Being a local company also allows them to understand our needs and respond quickly when issues arise.”
ThinkSecureNet is headquartered in Lewes, Delaware with locations in Rehoboth, Newark, Hatfield, PA, and Dallas, TX. ThinkSecureNet provides on-site services throughout Delaware, Maryland, Pennsylvania, Virginia, and New Jersey, and provides remote managed services nationwide. Its technology solutions include unified communications, call center platforms, structured cabling, infrastructure, access control, A/V solutions, managed IT services, and much more.
Grotto Pizza has spent more than six decades building a restaurant brand around good food and exceptional customer service.
ThinkSecureNet helps make sure the technology supporting that customer experience works every time a customer calls.
From installing and supporting communication systems to creating automated answering attendants and customized store messages, ThinkSecureNet provides Grotto with communications technology designed around the way each location operates.
ThinkSecureNet continues to provide maintenance, troubleshooting, recommendations, and support as Grotto’s needs change. For businesses with multiple locations, this is the true value of having a technology partner rather than simply a technology vendor or trying to buy and install your own phone systems.
Reliable phones. Reliable infrastructure. Responsive support. One partner.
That’s ThinkSecureNet.