Our team just completed a really compelling customer success
story about Domino’s Pizza – the world’s second biggest pizza chain and a
pioneer in home delivery. A few years ago, in the face of aggressive
competition, the company’s market share took a dip.
That’s when Dominos regrouped -- and reinvented its business
model. It kicked off a massive strategic investment in technology to infuse
each part of its operations with tech-enabled capabilities. The goal: to make Domino’s
the “easiest company to order a pizza from.”
The investment paid off. Customers now do most of their pizza
ordering online – and then track their orders from oven to doorstep.
Point-of-sales analytics is helping Domino’s learn more about customer preferences.
And a solid network backbone means that the website never goes down, especially
on Super Bowl Sunday. Which is coming up soon!!!
Dominos realized that technology and data are just as
critical -- and as core to the business -- as its store franchise operations
and secret pizza recipes. So thorough has been Domino’s digital transformation
that it has sometimes been called a “technology company that just happens to
sell pizza.”
But justifying such a significant technology investment, and
massively realigning a company’s business priorities in the process, is easier
said than done. It’s an art as much as it’s a science. It requires companies
to:
·
Identify the real value that the technology
solutions will deliver
·
Quantify the impact of this business value on
o
The IT organization
o
The business
o
The end customers /consumers – the most
important stakeholder of all
·
Communicate this technology impact, so the
results speak for themselves
Furthermore, companies need to continue to find new ways to
capture value from their initial investment.
For example, Domino’s is leveraging data to better segment its customer base
and understand buying behavior -- not only to improve how it makes and delivers
pizza, but how to design better pizza stores and make every customer engagement
an interactive experience.
The
results speak for themselves in our case study. [https://www.cisco.com/c/dam/en_us/about/case-studies-customer-success-stories/dominos-case-study.pdf}
The question is: how are you telling your technology impact story? I’d love to hear from you. attie@mainstaycompany.com
