Domino's Pizza Case Study

Puzzel delivers cloud based contact centre solution to Domino's Pizza
Domino's Pizza
Domino's Pizza
Puzzel delivers cloud based contact centre solution to Domino's Pizza

The Requirement

Domino’s Pizza wanted to replace its traditional telephone system with a more sophisticated solution that could accommodate the needs of its rapidly growing internet business.

The Solution

Puzzel (formerly Intelecom) enables Domino’s Pizza to handle over 100,000 calls a year. It accommodates flexible shift patterns with the ability to log into the system using mobile phones, and delivers an uninterrupted service to stores and customers when necessary.

The Outcome

  • Puzzel cloud-based contact centre solution has enabled flexible and remote working options for staff, enabling them to balance work/life commitment while providing excellent customer service
  • Disaster recovery supported in the event of emergency or adverse weather conditions
  • The solution provides agents with wrap up period allowing them to write up notes
  • Automated routing of calls to most appropriately experienced staff ensures calls are answered personally rather than routing to voicemail
  • Corporate dashboards highlight KPIs and SLAs to support business decisions.
Here's what Domino's had to say

“Puzzel is an important business tool, giving us instant and total visibility of agent and customer activity. At a glance, we know what is happening across our helpdesk operations at the click of a mouse or when we are out and about on our personal mobile devices.

Puzzel empowers us to make informed decisions and take proactive steps that make a real, tangible difference to staff and customers.”

Help Desk Manager

Approximately 103,000 calls handled by Domino's per year
Approximately 103,000 calls handled by Domino's per year
94% of enquiries are handled by phone
94% of enquiries are handled by phone
Over 670 stores in the UK
Over 670 stores in the UK

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