Welcome

Thank you for choosing Ping Agent. We’re excited to bring this dynamic, call-center solution to
your stores and want to ensure that you have a great onboarding experience. If you have any
questions or feedback, please reach out to us at sales@nusutus.com

To complete the Ping Agent onboarding process, please follow these 4 easy steps:

It will take 45 to 60 minutes minutes to go through the onboarding

Learn About Ping Agent

(Watch the Product Videos)

Find out how Ping Agent works, the training the agents go through and how it can help you Crush the Rush.

Go to Step 1 >>

Read the Onboarding Section

(Things You Need to Know)

Find Out What to Expect and Helpful Tips for Your Store Rollout. Get up to speed, fast.

Go to Step 2 >>

Fill Out the In-Take Form

(Action Required)

This form is a critical step in the onboarding process, as it provides specific details about your store to Ping Agents, which help them serve your customers better.

Go to Step 3 >>

Connect the Arria NuSutus Laptop to Your Network

(Action Required)

This allows our PFOS Polling software to retrieve the data needed form Pulse to support your business functions.

Go to Step 4 >

Step 1: Learn About Ping Agent

1.1 Discover Ping Agent

Watch this product video to understand how Ping Agent works and how it can help you by:

  • Taking calls out of the store
  • Freeing up team members
  • Ensuring that all calls are AOT
  • Increasing average ticket
  • Upselling on every call

1.2 How Does Ping Agent Work?

Watch the call flow video on the right to understand how Ping Agent routes calls out of the store and place an order on Domino’s OLO.

1.3 Training

With Ping Agent, both AI and live agents are continuously trained to ensure the best possible experience for your customers. For live agents, a 10 -Step Learning Management System was designed specifically for Domino’s in order to ensure that your values, culture and customer service standards are being met. The online training course covers:

  1. Introduction and Security
  2. Culture
  3. Signing In and Out
  4. Opening the Call
  5. Call Transfers
  6. Coupons
  7. Menu Knowledge
  8. Upsell and Thoughtful Recommendations
  9. Readback and Estimated Wait Time
  10. Taking the Payment and Thanking the Customer

1.4 Star Ratings and Performance Based Compensation for Live Agents

Live agents are reviewed through a Star Rating System and are compensated based on performance with the best agents, being given priority scheduling during peak hours of operation.

Step 2: Read the Onboarding Section

2.1 Background

What’s happening?

Shortly, your store will be supported by a team of customer service agents (live Ping Agents). The day of your scheduled go live date, Team Arria NuSutus will point your direct dial number to the Ping Agent Live Call Center. Once the number is pointed to the call center, the only calls going into your store should be questions on existing orders or when and agent needs to transfer a customer to the store to help with an order they cannot complete.

Why is this happening?

Having your incoming calls answered by a live Ping Agent means your phone will ring less enabling you to have more time to go about your in-store tasks, make great food and deliver a better in-store customer experience.

How does it work?

Keeping your store information current on the Domino’s website will ensure Ping Agents are prompted with accurate information about new promotions, delivery, and pick-up services.  To ensure proper training of Ping Agents, please ensure your details are up to date in Pulse.

How will Ping Agent be rolled out? 

The product rollout of Ping Agent will take place in 3 phases.

Phase 1:

  • Begin centralizing order management to Ping Agent live and reducing in-store staffing for order management
  • Begin sharing more customer profile information to the Ping Agent

Phase 2:

  • Advance work to increase revenue and profitability on each order
  • Advance Franchisee access to data

Phase 3:

  • Initiate move of phone orders to AI Ping Agents for an immersive experience
  • Identify other calls that can be moved out of the store to live Ping Agents

2.2 Helpful Hints and FAQs

Please read through the helpful hints and FAQs below to ensure the smooth rollout of Ping Agent to your store and with your team.

How do I ensure Ping Agents are promoting the newest and most profitable deals to my customers?

Keeping your store information current on the Domino’s website will ensure Ping Agents are prompted with accurate information about new promotions, delivery and pick-up services.  So, please ensure your details are kept up to date in Pulse. This will ensure proper training of Ping Agents and that your most popular and most profitable deals are promoted to your customers. Please email support@nusutus.com with your store number and details on what has changed and what you would like us to promote.

How will the customer pay for their order?

Customers paying with Visa, Mastercard, American Express or a debit card will be asked to key the card number and security code into a payment capture tool. The Ping Live Agent will only ask for the billing zip code and expiration date.

If a customer wishes to pay with cash or with credit card at delivery or pick-up, the agent will follow the conditions your store indicates on Dominos.com.

Will the phone in store still ring?

Yes – Customers may choose to speak with in-store personnel about an existing order. In addition, if the customer needs to speak with the store based on something that comes up during the ordering process, and or something on the Domino’s website prevents the Ping Agent Live from being able to complete the order, the customer will be transferred to the store to manage.

What types of calls will the store receive?

Most calls that a Domino’s store normally receives today can be classified as a new food order or something else. Your store will still receive all the something else calls which can vary from an existing order modification to a customer complaint or compliment.

Will Caller ID information display on the in-store phone system?

Yes – Most times your system will show you the same customer profile information that you are used to seeing.

Our drivers need to speak to the store directly and quickly, how will that be managed?

Your manager will be given a direct dial number that can be given to your delivery drivers.

What if the phone system fails?

Monitoring systems and your current systems escalation processes are in place.

If for any reason the Dominos.com system fails, your store will start receiving all inbound calls directly and quickly until the system is repaired.

My online ordering system doesn’t seem to be working, what do I do?

We do not control any function of your OLO, please direct request to your corporate contact.

What if a customer has a complaint about their order?

Your store should continue to manage complaints as they have in the past.  If you deem this is an issue with something the Ping Live Agent may have contributed to please send a message to:

  • Support@nusutus.com
  • Subject: Ping Live Agent.
  • Provide the phone number the customer called from, day, and approximate time.

Our team will review the call recording and respond within 48 hours.

Is it still important to answer the phone quickly in-store?

Yes – Even more so than before, as the phone will ring with scenarios that couldn’t be dealt with in the call center and your customers will need your full skill set to problem solve, resolve queries and provide great service.

You may feel like you’re only receiving problem solving calls, but this is to be expected, as these calls were always part of your normal call flow but, now the straightforward ordering calls are being handled externally.

Download and Share the Onboarding Document With Your Team Members

2.3 Download the Ping Agent Weekly Store Report

Download the Ping Agent Weekly dashboard to view your key store metrics at a glance, including:

  • Percentage of carryout versus delivery
  • Share of menu, national and local coupons
  • Conversion ratio
  • Order value
  • Average ticket
  • Week to week trending

2.4 Download the Customer Support Poster

Please download and print out the Ping Agent Customer Support poster to put up in your store, should you have any questions or issues.

  • support@nusutus.com
  • 1 855 211 1301 (Option 2)

Step 3: Fill Out the Store In-Take Form

3.1 What Type of Questions Are Being Asked?

This is a critical step in the onboarding process and is required so that Ping Agents can serve your customers better. The In-Take form will ask questions such as:

  • Are there any store location landmarks for customers picking up takeout
  • What are your top 4, local coupon offers so that Ping Agents can upsell and increase your average ticket
  • Do you have any special, repeat customers such as fundraisers and schools
  • Is your website up to date as Ping Agents refer to it for store hours, coupons, location

3.2 How to fill out the Store In-Take Form.

There are two ways to fill out Store in-Take Form.

To submit the in-take form for a single store, please click on the button below to fill it out online.

If you have multiple stores and would prefer to submit the store in-take forms via an editable excel document, please download the multi-store excel template below and email the completed version to sales@nusutus.com.

Step 4: Connect the Arria NuSutus
Laptop to Your Network

4.1 Background and Set Up Checklist

We need to connect this laptop to the internet so that our PFOS Polling software can retrieve the data needed from Pulse to support your business functions. If you are missing any items from the checklist below or have any questions, please contact PFOSHelp@nusutus.com for assistance.

From Arria NuSutus, you should have received:

  • One laptop
  • One power cord
  • Laptop login credentials

You will also need the following: 

  • Wireless Network login credentials from your internet supplier
  • Cisco AnyConnect VPN login credentials from GLS Networks
  • Pulse eoutbox login credentials from Domino’s Global Care. If you don’t have these credentials, you can contact help@dominospulse.com.

4.2 Laptop Set Up

There are 4 simple steps to connect the Arria NuSutus laptop to your network.

Step 1: Turn on the Laptop and Log In Using the Supplied Credentials

The laptop will have a set of credentials supplied using the Arria NuSutus initial set up. Please keep this paper in a safe and secure place. Ensure that the laptop starts up and works properly.

Step 2: Connect to the Internet

Please connect your laptop to a wireless network that has internet access. If you need a wired (ethernet) connection, you can use any Windows compatible USB to Ethernet connector. Contact PFOSHelp@nusutus.com if you need assistance.

If you need help connecting to a wireless network, a step-by-step tutorial can be viewed by clicking here.

Step 3. Connect to Your VPN

Open your Cisco AnyConnect VPN Client….

In order for the Pulse To connect this laptop with the Pulse servers in each of the stores you will need a User ID and Password for the eoutbox. If you do not have these credentials, they can be requested from Dominos Global Care by contacting them at help@dominospulse.com.

Step 4: Fill out the Pulse eoutbox details excel worksheet

In order for the Pulse To connect this laptop with the Pulse servers in each of the stores you will need a User ID and Password for the eoutbox. If you do not have these credentials, they can be requested from Dominos Global Care by contacting them at help@dominospulse.com.

Please download and fill out the eoutbox details excel workseheet and email the completed form to PFOSHelp@nusutus.com

4.3 What’s on the laptop?

The laptop comes pre-configured with Microsoft Window’s BitLocker hard drive encryption enabled. In addition, the power settings have also been pre-configured to ensure always-on operation (provided it is plugged into a power supply). For your convenience, these following applications have also been pre-installed:

  • Zoho Assist, to enable our support team to remotely help with the setup
  • PFOS – Pulse Polling Software
  • PFOS – Pulse Polling configuration file
  • Cisco AnyConnect VPN Client
  • TNT Drive Sync Agent

4.4 Locate your laptop in a secure place

It is important to place the laptop in a secure area, separate from common areas to prevent unauthorized people from having access. Arria NuSutus also recommends a laptop locking device to further secure the laptop (if you need a locking device, please email PFOSHelp@nusutus.com). It is also important that you keep the laptop connected to power.

Next Steps

Week in Review Session

As part of our hyper-care onboarding support, we are inviting you and the managers at your stores to participate in a “Week in Review” session. During this 30 minute meeting we will review key data from the first week and answer any questions you may have. If this meeting hasn’t already been scheduled, we will reach out shortly to book it with you. Please feel free to invite other team members to this meeting. 

Sign Up Email Updates

If you received this website link directly from Team Arria NuSutus, you are already on the email mailing list, so there is no need to sign up. However, if you have other team members that you would like to receive Ping Agent support and product email updates, please ask them to sign up by clicking the button below.

Thank you.

You have now completed the Ping Agent onboarding process.

Let’s go Crush the Rush together!

Team Arria NuSutus