MARKETING | Staff Reporter, Australia

Domino's Pizza unveils technology and operations improvements

The enhancements aim to improve customer service and Franchisee standards.

Domino’s Pizza Enterprises Limited has announced a suite of technology and operations improvements, including a new 360-degree review system to lift Franchisee performance (Operations 360), phase two of DRU Drone deliveries, rostering solution (Tanda), Domino’s Anywhere technology to allow customers to order Domino’s from anywhere and Hot Lockers to eliminate wait times for on-the-go pick-up customers.

Group CEO and managing director Don Meij said the enhancements across the business would use new and existing technologies. “At Domino’s we use technology to solve problems, and to make things easier for our customers, our Franchisees and for our business – the new technologies, and improvements, we announced today deliver on this approach."

“Additionally, we will now be able to use more data to provide new objective benchmarks for how our Franchisees are performing, and use those benchmarks to provide additional training, business-specific recommendations and one-on-one coaching,” he added.

Operations 360 is a new set of business intelligence and benchmarks to enhance Domino’s store operations, transparency and profitability for Franchisees.

“The new program aims to identify areas for Franchisees to improve, which will benefit individual Franchisees, customers, and the franchise network as a whole,” Meij said.

“We have hundreds of hard-working Franchisees, whose commitment, training and insights into their small businesses are essential to our shared success – and we are eager for them to make the most of working within Domino’s."

The new system includes a series of transparent measures, readily understood by all Franchisees, that provide a 360-degree overview of their performance, from customer feedback scores and food safety, to sales growth, through to maximising their local delivery areas.

The pizza giant also announced the launching of the next phase of drone deliveries in New Zealand scheduled in early 2018.

“When we announced the world’s first use of drones to deliver pizza, and our partnership with drone delivery service Flirtey, we set out on a long-term partnership to overcome technical and regulatory barriers to make this vision a reality,” Meij said. “Today, we are excited to announce we are expanding our partnership with Flirtey and moving forward with the next phase of this project." 

Mr Meij said the next phase of Flirtey drone deliveries in New Zealand would feature a next-generation drone designed to carry more pizzas, drinks and sides for longer distances. In addition, Flirtey has developed a take-off and landing station that expedites the loading and take-off process, ensuring faster delivery times and a fresher product. Flirtey has also developed new delivery
packaging to exceed Domino’s heat retention standards, stand up to adverse weather conditions and accommodate the newest Domino’s New Zealand pizza range.

Domino’s has also rolled-out Tanda, an Australian-designed rostering solution, to all stores in Australia and New Zealand, and will complete its roll-out in Germany by the end of October.

Domino’s Australia/New Zealand CEO Nick Knight said the solution had already helped store managers and Franchisees build the most effective rosters to deliver exceptional customer service, including in peak times.

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