Case Study: Unified Office Delivers Mobility Solution for Domino’s Franchises

The Company

Unified Office
LinkedIn: www.linkedin.com/company/unified-office-inc
Twitter: @unified_office

Unified Office Inc. is a leading provider of SDN-based hybrid cloud-managed VoIP, UC and advanced analytics to SMBS.

The Client

Headquartered in Paramount, California, MAR Pizza Inc. owns more than 70 Domino’s Pizza restaurants located in California, Illinois and South Carolina.

The Challenge

The MAR Pizza executive team knew that many of their stores might not be reaching their full operating potential. Because of antiquated analog phone service, many calls during times of peak activity (Thursday to Sunday) were either not answered or customers received busy signals. Abandoned calls were significant. Bilingual calls were often connected with the wrong customer service representative. MAR was ready to replace their legacy PBX technology but they weren’t sure what to replace it with.{ad}

Another concern was that periodic telephone network outages from their incumbent telecom operator accounted for significant revenue loss. In addition, the team was unable to obtain call statistics, analytics and detailed reports to determine the root cause of operational issues. They wanted to be able to manage their business and access this data from wherever they were, inside a store or on the road. 

The Solution

MAR Pizza began using Unified Office’s Total Connect Now (TCN), a hybrid cloud-based mobile broadband communications service that combines high-quality voice communications, service-level monitoring, business continuity and business analytics tools. The new system integrates business analytics and monitoring using Unified Office’s HQRP (highest quality routing protocol) along with Unified Office’s disaster recovery hybrid cloud algorithms, allowing MAR Pizza management to run their businesses from their smartphones or tablets from anywhere in the world.

Total Connect Now interfaces with the Domino’s point-of-sale system and also provides a portfolio of KPI analytics and reports for any store, or combination of stores, for any time period, accessible via a wireless or wireline broadband connection to the “Owner’s Portal” at any time, from anywhere in the world.

Dominos uses Unified Office’s Visual Performance Suite (VPS) analytics package in combination with Total Connect Now^M  to obtain a real-time view of changes in operational performance levels providing actionable intelligence for managers and owners, enabling them to configure their own real-time business performance metrics, take immediate actions and apply continuous operational improvements, resulting in higher customer satisfaction, increased customer retention, and increased revenues and profitability.

A digital wallboard is displayed within the Domino’s franchises showing store managers call-handling performance and other actionable analytics. The wallboard is equipped with a speaker, so it can issue alerts reminding employees when calls are on hold or, for example, advising that a Spanish-speaking customer should be routed to a bilingual customer support rep. Managers don’t have to be in the office to view all of these metrics, which are fully accessible over the wireless network from a smartphone or tablet. This dashboard display includes…

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…a series of “speedometers” for an at-a-glance look at a store’s call and behavioral performance in real-time. These indicators show how a store is performing on any given day as compared to the last few weeks.

Dominos creates its own unique experiences using Unified Office’s WebRTC management portal. For example they can now easily record their own messaging, using a WebRTC browser interface in addition to performing other tasks like real-time monitoring and alerting as well as moves, adds and changes all via a simple WebRTC browser interface.

The service provides store personnel with key performance indicators (KPIs), including Hold Time, Bilingual Call, Talk Time, Call Abandonment, Caller ID, audible alerts (“Incoming Call”, “Manager Call”, “MVP”) on a flat-screen HDTV, and an Auto Attendant that queues incoming calls to six to 12 mobile and tethered handsets.

The Results

MAR Pizza’s Domino’s franchises have consistently seen call volume in the range of 10 to 12 percent higher than other stores that are not using TCN. Its top-performing store saw an even larger increase of a 20 to 30 percent uptick in call volume.

MAR Pizza also saw:

Other Domino’s franchisees across the country have seen MAR’s success and have started to migrate their own communications to Unified Office.

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