Domino's Pizza Chooses ConnectiveOne for Customer Support

Tell us about your company

Domino's Pizza is the global leader in pizza delivery, combining speed and convenience with modern technology. Through mobile apps, an online order tracker, and innovative engagement channels, the brand makes the ordering process simple and seamless.

Today, Domino’s operates more than 12,500 restaurants in more than 90 countries ensuring consistent quality and a recognizable taste worldwide.

The company builds customer loyalty through regular promotions and affordable pricing, while offering partners a proven franchise model that enables them to run successful businesses under a trusted global brand.

What service standards do you use when working with customers?

As with any company operating in the food delivery sector, the most important performance indicators for us are those that reflect speed, quality, and ease of interaction—for both our customers and our support teams.

It’s no secret that one of Domino’s biggest advantages is fast delivery. That’s why we closely track delivery times, on-time order percentage, customer satisfaction levels, and support efficiency.

Key metrics we focus on include:

1. Customer Service Quality:

Customer Satisfaction Score (CSAT): measured through post-delivery surveys.
Customer feedback analysis: helps us identify our strengths—what makes customers choose us again—as well as potential areas for improvement.

2. Support Team Efficiency:

Average response time to inquiries.
Number of requests handled per period, reflecting support team productivity.
First contact resolution rate, showing how many issues are solved immediately.

What improvements are you planning to implement to enhance customer support?

Adopting ConnectiveOne to manage customer feedback from the company website and other sources.

Ticketing system integration to automate customer service workflows, provide a full self-service interface, and allow customers to track and manage their requests. Previously, Zendesk was used for feedback collection.

Full two-way integration of ConnectiveOne with Domino’s CRM and ERP systems.

Full two-way integration of ConnectiveOne with Domino’s CRM and ERP systems to automate routine processes, saving managers up to an hour per day.

Iterative AI automation rollout across business processes.

The first step includes launching an AI agent to handle frontline support for informational inquiries and customer consultations. We plan to resolve up to 30% of incoming requests at this stage, with the agent trained on our internal knowledge base and corporate tone of voice.

Comprehensive self-service automation.

Comprehensive self-service automation, starting with Telegram and later expanding to other customer channels, enabling customers to resolve their issues 24/7 in the shortest possible time.

Proactive outbound communication

Proactive outbound communication, using messenger campaigns adapted to customer preferences.

Omnichannel request handling

Omnichannel request handling, consolidating all customer interactions and messenger channels into a single platform to simplify engagement and accelerate support processes.

Domino's Pizza Selects ConnectiveOne for Customer Service

Tell us about your company

What service standards do you use when working with customers?

What improvements are you planning to implement to enhance customer support?

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