Domino’s Case Study
Domino’s Pizza safeguards thousands of customer deliveries with new in-store technologies Customer challenge From online orders and pad applications to real-time delivery tracking, technology is fundamental to the customer experience at Domino’s Pizza. To ensure Its 660-plus franchises In the UK and Ireland can continue to deliver fresh pizzas as promptly as possible to a growing customer base, the company needed to upgrade Its legacy Len- store systems. Compartment solution Customer agenda Cost Reduction monotonous Improvement/lunation c Growth/Business Change Services Product Fulfillment Service Configuration & Logistics
Desktop Migration Technology Leno desktops, HP thin client terminals, Cognitive printers, ELL touch screens June 2012 As part of the E. 5 million IT refresh project, Compartment is responsible for sourcing, configuring and installing the new technologies in Domino’s Pizza stores.
Thanks to Compactness’s Industrialized processes and extensive logistics operation, the IT refreshes can be completed overnight with Mullen disruption to stores and their customers. Results The upgrade will provide Domino’s Pizza stores with the technologies they need to efficiently process customer orders and continue to deliver high-quality food.
The Implementation wall also Nell ten company r educe I I support Ana trailing coos meet its ambitious growth targets. Domino’s Pizza Customer profile Passionate about fresh pizzas TTS Ana From gourmet pizzas and oven-baked subs to chicken wings and cookies, Domino’s Pizza has become synonymous with delivering fresh food on time. The first Domino’s Pizza store in the I-J opened in 1985 – there are now more than 660 stores throughout England, Scotland, Wales and Ireland. The stores are operated as franchises under the Domino’s Pizza Group banner.
Working with Compartment has enabled us to deploy new technologies to our stores n a shorter timeshare. Colic Reese IT Director More than 20,000 people work in the I-J and Irish stores as well as a range of support functions, including marketing, IT, training and fresh dough production at the company’s three commissaries in Milton Keynes, Penetrate and NASA, Ireland. Domino’s Pizza’s expertise and passion for delivering hot and fresh pizzas has earned it numerous awards and the loyalty of millions of pizza lovers across the globe.
Founded in the US in 1960, there are now more than 9,350 Domino’s Pizza stores in more than 70 countries The organization’s mission is to be the best pizza delivery company in the world, which it hopes to achieve by combining high quality food and excellent customer care with innovation and great people. Business challenge Responding to growth and customer demand Thanks to its reputation for consistently delivering good food on time, Domino’s Pizza has experienced considerable growth in recent years.
Since the beginning of 2006 and the end of 2010, the company opened more than 250 new stores in the UK and Ireland with system sales for 2010 topping IEEE million.
Its goal is to reach 1,200 stores by 2021. In 2012, Domino’s Pizza Group will also be extending its reach into Germany. Colic Reese, IT Director, Domino’s Pizza Group, commented: “With individual stores and the customer experience highly dependent on technology, we need to ensure that our II systems can Keep up Walt rapid growth Domino’s Pizza has pioneered the use of technology as part of the pizza delivery model.
In 1999, it was the first the first pizza delivery company in the world to offer nationwide internet ordering. Ten years later and online sales accounted for a quarter of delivered orders. “We can receive up to El million worth of orders per day via our online systems, which means IT is a major factor in the profitability of the company and individual ranches,” comments Colic.
The company has also launched ground-breaking systems for monitoring service performance and pizza deliveries in real-time as well as free phone, pad and Android applications for its customers. Around 12. 5 per cent of orders in the I-J and Ireland are received via these mobile applications,” adds Colic. As well as ensuring that customer and ordering interfaces remain cutting-edge, Domino’s Pizza must keep the underlying systems in its stores up to date. “We needed to refresh the legacy technologies being used in our stores to drive greater alee and future proof the business for the years to come,” comments Colic.
Domino’s Pizza also wanted to optimism cost control by reducing the support overheads associated with legacy systems and streamlining staff training. The refresh would involve implementing new desktop, printer and thin client technologies at more than 650 existing stores and 100 new outlets. With limited internal IT resources, the company needed help from an external and experienced services provider. “Refreshing a single store is a big exercise – as well as physically updating the devices, we need to migrate data and train staff,” comments Colic.
As the stores operate under a franchise, they are often quite different. That means we can’t use a repeatable process as a lot of customizations are required.
” We needed to refresh the technologies being used in our stores to drive greater value and future proof the business for the years to come. IT solution Rapid Ana reliable retries process In October 2010 Domino’s Pizza embarked on a comprehensive competitive tender that involved 10 potential suppliers.
Compartment was selected based on its extensive logistics facilities and culture, as Colic explains: “Compactness’s staff mistreated a real passion and commitment to make the project a success, which fits well with the culture at Domino’s Pizza. ” sourcing, configuring and installing the new in-store technologies. Testing and staging of the systems, which includes two Leno servers and a number of touch- screen thin clients per store, is carried out at Compactness’s Operations Centre before roll to minimize disruption.
The stores are fairly small, so space is a major factor,” comments Colic. “Compartment has worked hard to minimize the deployment time and disruption, which is critical for maintaining both customer service levels and profitability for ACH franchise. We undertook significant testing before the first roll and continued to monitor progress as the project gained momentum. ” Installations take place overnight, which means stores are able to open as normal the following day.
On average, 30 stores are upgraded per month with the refresh due for completion early 2013. Melissa Krause, Domino’s Pizza Account Manager at Compartment, commented: “We are providing an end-to-end process that includes sourcing, configuring and assisting the hardware as well as specialist courier services and installation.
” Consistent customer experience and greater cost control Once the implementation is complete, Domino’s Pizza stores will have access to the latest technologies to help them process customer orders and continue to deliver great pizzas. The upgraded in-store systems will support the roll of our new point of sale application, which will improve staff efficiency and the customer experience,” comments Colic. By transforming its in-store technologies, Domino’s Pizza and its franchisees will also be able to: Simplify up-selling to boost revenue generation Minimize the risk of fraudulent transaction both in-store and online Reduce operational costs, particularly in relation to training and IT support “We didn’t have the capacity, capability, skills or space to manage the pace and scale of the upgrade programmer,” comments Colic. Working with Compartment has enabled us to deploy new technologies to our stores in a shorter timeshare, which will help Transience’s continue to grow expansion plans. ” More resources toner customer ease Ana accelerate ten company’s To find out more about our workplace transformation services, visit: wry. Compartment.
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