Case Study: Domino’s achieves improved service desk NPS (6.7 → 8.1) and extends ITSM across the business with Cherwell Software

Domino's - Customer Case Study

Domino’s Pizza Group plc, the master franchisee for Domino’s across the UK, Ireland and parts of Europe, needed to overhaul its IT service desk that supports ~950 stores and 500 internal users. The legacy tool provided little management information or automation, hampered adherence to ITIL best practices, and limited the team’s ability to handle ~200 daily calls and a mix of incidents and service requests efficiently.

Domino’s selected Cherwell Service Management for its strong ITIL alignment, easy configurability (no coding), self-service portal, reporting/dashboards and One-Step automation. After deployment the service desk NPS rose from 6.7 to 8.1, the platform was quickly extended beyond IT to Customer Services and other departments, and teams benefited from improved reporting, minimal training and faster, more automated workflows.

Domino's

Karen Copley

Head of Service Delivery