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Dominos Pizza
Mexico & Colombia

A prime example of our ability to exceed expectations and deliver exceptional value.

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About Domino's

Domino's Pizza, a leading pizza delivery and carryout chain, sought to improve its call center efficiency and the customer experience in Mexico and Colombia.

The company faced challenges with high staff turnover, complex menus, and the need for secure payment methods. Partnering with Ordering.co, Domino's implemented a tailored call center software solution that optimized the order process, reduced training time for new agents, and improved customer satisfaction.
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Challenges Encountred

Domino's Pizza encountered several challenges in their call center operations:

circle  High personnel turnover in the call centers necessitated a user-friendly solution with minimal training requirements.

circle The need to optimize the number of calls handled per agent to maximize efficiency and revenue.

circle  A seamless handoff process between agents to ensure customer orders are processed efficiently and without interruption.

circle   Integration of a secure payment system to allow customers to provide their card details without human interaction.
 
circle Providing call center agents with the ability to assist customers and track order status.
 
circle Recognizing customer phone numbers to display address history and facilitate easy reorders.

Solutions

Domino's Pizza partnered with Ordering.co to implement their all-in-one call center solution, addressing each challenge:

check  A user-friendly interface with minimal training requirements, allowing new agents to become proficient quickly.

check Efficient order processing, enabling agents to handle more calls and maximize revenue.

check Intelligent call routing and seamless handoff between agents, ensuring uninterrupted customer experiences.
 

 check A secure, integrated payment system that allowed customers to enter their card details without agent involvement.

check A comprehensive order management system for agents to assist customers and track order statuses.

check  Automatic recognition of customer phone numbers, enabling easy access to address history and simplified reorders.

circle  Managing the complexity of Domino's menus, including various offers and pizza customizations.

check  A dynamic menu management system that simplified the handling of various offers and pizza customizations, making it easier for agents to guide customers through the ordering process.

Results

Domino's Pizza partnered with Ordering.co to implement their call center solution, addressing each challenge

  • Increased efficiency: Streamlined order processing system, leading to higher sales and revenue as agents could handle more calls effectively.

  • Improved customer satisfaction: Seamless agent handoffs and access to personalized order history resulted in smoother interactions, higher satisfaction levels, and increased customer retention.

  • Faster order processing: User-friendly interface and optimized menu management enabled quicker order processing, reducing overall call times and providing faster service.
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  • Enhanced security: Integration of a secure payment system protected customers' card details, instilling confidence and reducing concerns about unauthorized access.

  • Reduced training time: Intuitive software solution minimized training time for new agents, ensuring consistent service quality and minimizing disruptions caused by staff turnover.

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Technology used by Domino´s

Domino's Call Center

Domino's has taken the customer experience to the next level with this high-end intuitive technology.
 
Customers can call now to the call center and a specialized and trained agent will take care of the order from beginning to end.
 
The agent handles everything, and the order is finished in just a few minutes.

- Easy-going customer experience.
- Upsell during the process.
- Intelligence ordering based on data.
- Customer engagement.
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Delivery Dashboard

Domino's Delivery Dashboard is an innovative tool that optimizes the management of home delivery orders.
 
It provides real-time visibility into orders, enabling accurate tracking and on-time delivery. With its ability to efficiently assign drivers, handle multiple orders simultaneously, and facilitate communication between drivers and employees, the Dashboard streamlines the delivery process and ensures effective coordination.
 
Additionally, its analytics and reporting feature provides managers with valuable data to improve operations.
 
In short, Domino's Delivery Dashboard improves efficiency and the delivery experience, cementing its position as a leader in the delivery industry.

Ordering Dashboard

Domino's Ordering Dashboard is a powerful tool transforming how orders are managed at Domino's restaurants.
 
This platform offers several prominent benefits that improve operational efficiency and customer experience.
 
With the Ordering Dashboard, employees can receive and process orders quickly and accurately, reducing errors and speeding up time to service.
 
Additionally, it enables real-time tracking of orders, giving managers a complete view of the operation and the ability to adjust resources based on demand.
 
The platform also makes it easy to personalize orders, which improves customer satisfaction by allowing them to get exactly what they want.
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In conclusion, Domino's Pizza successfully addressed its call center challenges in Mexico and Colombia by implementing Ordering.co's comprehensive software solution.

This partnership led to increased efficiency, higher sales, improved customer satisfaction, and faster order processing, demonstrating the effectiveness of the all-in-one call center solution.

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