Problem

Domino's wanted to be the pizza of choice for Spanish-speaking customers, a growing and underserved market. Multilingual staffing was inconsistent across stores, making the Spanish ordering experience inconsistent and sometimes impossible. Even with a Spanish option on their automated phone service, Domino's knew that Spanish speakers would hang up at a higher rate if greeted initially in English.

Solution

Domino's worked with Tellme to release the first national toll-free service with end-to-end Spanish pizza ordering. The centralized ordering solution provides full ordering capabilities on a self-service basis, using customer data to make intelligent offers and shorten the ordering experience. And Tellme's integrated voice/IP network enables the transfer of caller information, phone order history, web order history, and order status directly to Domino's team members when a Spanish-speaking agent is needed, delivering a consistent customer experience. Full integration to Domino's point of sale and online ordering systems further improves ordering experience.

Results

Now, customers calling 1-888-DOMINOS — the dedicated Spanish ordering phone line — get personalized service quickly and naturally, even during the busiest order times. With order memory and proactive cross-selling and up-selling built in to the Tellme application, Domino's stores experience higher average revenues per ticket and higher order count, while dramatically reducing inbound calls needing to be answered by employees.

Company Profile

Domino's Pizza, the recognized world leader in pizza delivery, operates a network of 8,624 franchised and Company-owned stores in the United States and more than 55 countries.

Order up a personalized experience every time!