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CUSTOMER SUCCESS STORY

Domino’s Pizza Group plc

Minimal training required

Service desk NPS score improved from 6.7 to 8.1

The ChallengeDomino’s IT service desk supports around 950 franchise stores across the UK, Ireland and Switzerland, along with around 500 internal users, 250 of which are based at the head office in Milton Keynes, U.K.

18 staff manage the service desk, which receives around 200 calls per day. Typical enquires are split 60/40 between incidents and service requests. Additionally, there are both hardware and software issues to deal with in order to support the franchise stores. For example, the service desk might receive incidents when Domino’s proprietary EPOS system is not operating as it should and a franchise can’t close the shop at the end of the day.

Domino’s was heavily reliant on a legacy service desk tool. When Karen Copley was hired to oversee all aspects of service delivery for the organisation, she immediately recognised that this tool needed to be replaced. According to Karen, it offered no way to obtain management information. There was also limited automation capabilities. In addition, at this time, Domino’s wanted to mature its service desk operation by adhering to ITIL® framework best practices.

“We decided we needed a more robust, ITIL® framework compliant service desk tool. I knew Cherwell® Service Management software was in the Gartner Magic Quadrant, and I had read good things about the company. I therefore decided to invite Cherwell Software and a couple of other vendors to bid for the business.”

Domino’s Pizza Group plc is the leading player in the fast growing pizza market holding the exclusive master franchise to own, operate and franchise Domino’s Pizza stores in the UK, Republic of Ireland, Switzerland, Liechtenstein and Luxembourg. Additionally, it owns strategic stakes in the largest pizza delivery business in Germany and in the holders of the Domino’s master franchises in Iceland, Norway and Sweden. The first UK store opened in Luton in 1985, and the first Irish store opened in 1991.

Quickly extend beyond IT to other business areas

“Cherwell Service Management software is so customisable it’s like I could code without being a coder. It almost seems limitless.”

Karen Copley, Head of Service Delivery

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Last year Domino’s implemented a new, internal, customer satisfaction survey called “rate my ticket”. Thanks to Cherwell Service Management software, Domino’s improved the overall net promoter score of its service desk from 6.7 to 8.1.

The Cherwell solution has been so successful that Domino’s Customer Services team is now also using it, replacing its previous, in-house customer care database that offered poor reporting capabilities. Having already implemented the Cherwell solution for the service desk, Domino’s could quickly bring Customer Services onto the Cherwell platform, leveraging its reporting and dashboard functionality.

Karen continues: “What I like about Cherwell Service Management software is that it is a business process tool not just an IT service management tool. This means other teams and departments, such as project management, HR, finance, and facilities, can benefit from the functionality it offers.”

Karen and her team are currently evaluating how other teams and departments can use the Cherwell solution to either meet a need or create new opportunities. According to Karen, “Cherwell Service Management software is so customisable, you can create a Cherwell system to meet your specific business processes while its out-of-thebox functionality lets you effectively hit the ground running.”

The Results

The Solution

Out of the three vendors invited to pitch, Cherwell Service Management software won hands down based on price versus value. Says Karen: “The solution is so customisable, it was like I could code without being a coder. The other service desk tools we evaluated were nowhere near as easy to use. Cherwell Software was also extremely competitive on price.”

The key features that also made Cherwell Service Management software the product of choice include its versatile ITIL framework best practices, the self-service portal capabilities, its reporting and dashboard functionality and finally, the One-Step™ actions, which are completely configurable, without the need to write any code, and allow you to automate service management workflows.