Case Study: Domino's achieves real-time social engagement and 53% faster case handling with Emplifi Social Marketing Cloud

Domino's dramatically improves consumer engagement with social media management software

Domino's, the global pizza delivery leader, needed to engage customers in real time and manage a rapidly growing volume of social mentions. To meet that challenge it deployed the Emplifi Social Marketing Cloud from vendor Emplifi to monitor Twitter and Facebook, surface relevant posts and keywords, and enable faster, proactive customer outreach.

Emplifi implemented automated keyword searches, constant social monitoring, CRM integration and alerting for time‑sensitive issues, allowing Domino's to act on high‑value mentions and influencer posts quickly. As a result, Domino's handled 128% more social traffic in 2013, reduced case handling time by 53% (from about 15 minutes to under 5 minutes), and limited actionable volume to less than 3%, boosting real‑time engagement and crisis response with Emplifi.

Domino's

Terri Haffey

Manager of Customer Care