Domino's Pizza Group

Domino's Pizza Group chose Oxygen Service Desk as the best option to aid them in adopting ITIL's best practices as they rapidly grew.

Before choosing e-Warehouse as its eventual supplier of their new Service Desk for handling both IT Service Customer Service requests, Tim Cawley IS Manager at Domino's Pizza Group explains why they decided to go with Oxygen Service Desk.

What were the business drivers to implement a Service Desk?

Domino's Pizza plans to grow its number of stores to approximately 1200 over the next 10 years without increasing its overheads by the same proportions. To achieve this, processes needed to be reviewed and re-engineered.

The Help Desk and Customer Concerns used a product which did not fulfill their needs going forward, they had lost complete confidence in it and as a result were not logging calls. The reporting side was also very restrictive.

Domino's Pizza recognised the need to put in place a better solution for the Help Desk and Customer Concerns Teams to log and track all of their support requests calls from their stores and customers.

Why did you choose Oxygen Service Desk?

Oxygen was chosen as the best product to help us adopt ITIL as we grew; we wanted to put in place as much as the ITIL framework as we could at the time of implementation. However we also needed to gradually introduce parts of the ITIL framework when we were ready at our pace....

With e-warehouse the company and staff had a very similar ethos to that of Domimo's and more than anything we required a system that was not that overly complicated and it had to be deployed in days, a lot of the systems we looked at involved a great deal of configuration and consultancy. We also required the system to be installed locally and not hosted, Oxygen gave us the option for both deployments.

The Reporting system was a great improvement on our existing product and with the advent of the latest reporting upgrade we have all the reports that we need without the need to dig deep every time we required a new one.

What Benefits have you seen since the installation of Oxygen Service Desk?

Using the Quick Call Function has seen a massive increase in the number of calls that are now logged, also we now get every request logged into the system as before it was too time consuming for the Operators to log the simplest of calls. With this new feature calls are logged far easier and we can now track and report on what might be seen as the most tedious of requests.

The management information that can be obtained is now being used to improve the service we offer our Customers and it is so much easier to bring on new members of the Help Desk Team with the ease in which they have access to information and the Knowledge Base to log and resolve their service requests.

The staff morale is back to a great level and the logged calls are being resolved much quicker with the ability to search out resolutions and have the consistency of information available for all of the technicians.

We are planning to make use of the Self Service Portal in the near future.

About Domino's Pizza

Domino's Pizza Group Limited ('DPG') is a wholly owned subsidiary of Domino's Pizza UK & IRL plc which is quoted on the main market of the London Stock Exchange. DPG is the UK and Ireland's leading pizza delivery company and holds the master franchise to own, operate and franchise Domino's Pizza stores in these markets. Our first UK store opened in 1985 and the first Irish store opened in 1991.

Over 18,000 team members work in our UK and Irish stores and in a range of support functions ranging from marketing, IT and training to fresh dough production at our three commissaries in Milton Keynes, Penrith and Naas, Ireland. The majority of our stores are owned by franchisees who are responsible for delivering our brand's high standards to customers.

There are over 570 Domino's Pizza Stores in a growing number of towns and cities throughout England, Scotland, Wales and Ireland.