RETAIL & E-COMMERCE | ENGAGEMENT
Domino’s Delivers Delightful Customer Experiences to Boost Incremental Revenue
20%
Uplift in Revenue from the Loyalty Management Program
Multiple
Automated Customer Journeys in Place
About Domino's 
Domino’s is a global brand founded in 1960 and is the recognized world leader in pizza delivery, operating a network of company-owned and franchise-owned stores in the United States and international markets. In 1996, the first Domino’s Pizza store opened in New Delhi. Since then, Domino’s Pizza India has remained focused on delivering great-tasting pizzas and sides, superior quality, exceptional guest care, and value-for-money offerings.
Business Challenge
With technology entering the industry, the changing times prompted Domino's to look into better UI to interact with its customers. This meant cohesive app, website, and in-store experiences and rest assured, the brand has been delivering customer excellence on all fronts. The performance driven brand’s long-term vision of keeping up with the customer’s pulse, increasing the market share, and improving customer experiences even more meant the need for an engagement partner to enter the picture.
Our customers deserve meaningful engagement that is contextual in nature and caters to their needs and preferences. As an early pioneer in the QSR industry, we're always on the lookout for innovative solutions that can facilitate excellent customer experiences. With MoEngage, all this is possible in real-time.
Sandeep Anand
CMO at Jubilant FoodWorks Ltd.
MoEngage Solution
The brand's previous engagement partner fell short when it came to features that could help the brand achieve the objectives mentioned above. Without the correct set of product functionalities to support them, Domino’s was searching for a platform that could bridge this gap. MoEngage met each and every expectation the QSR giant had with regard to customer engagement.
After onboarding MoEngage, Domino’s could clock when the drop-offs were about to happen, meaningfully re-engage with those customers, and bring them back into the funnel stronger than before. This eventually translated to the brand achieving its overarching business goals by seeing a significant uptick in its incremental revenue.
Driving success through loyalty initiatives and effortless campaign management
As a part of Domino’s ‘Cheesy Rewards’ loyalty program, they send nudges like ‘You’re X points away from a free pizza’, asking customers to use up their reward points lest they expire. These communications were a part of over 6-7 automated journeys (or Flows) that were set in place via MoEngage to execute this. The loyalty program turned out to be so successful that the revenue generated and the number of orders coming in through the program exceeded the numbers coming through the rest of the database (over 20% more).
From building customer segments to content creation and campaign dissemination, Domino’s team found everything to be as easy as it can be with MoEngage. The lack of coding assistance or knowledge required to take a campaign from idea to reality also helped the cause. This stellar feature of the platform significantly reduced the time and effort required in the entire process for Domino’s.
Products Used
Customer Insights & Analytics
Create omnichannel, personalized experiences using AI-powered insights and analytics.
Customer Journey Orchestration
Create unique, seamless experiences at every stage of your customer’s journey.
The Result
Using MoEngage, Domino’s was able to:
- Automate multiple customer journeys for its millions of customers
- Manage its Loyalty Program end-to-end through the platform
- Clock 20% uplift in revenue coming in from the engagement from the loyalty program
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