Featured: SXM World Record Delivery Trailer
Domino’s breaks the Guiness World Record delivering to the most countries in one hour!
Kerri Saunders talks Nusutus
“If I’m going to spend half a millions dollars trying to get my phone to ring then it would be insane to not take the call.” -Kerri Saunders
Kerri Saunders is a Domino’s franchisee with 23 stores across South Carolina.
Kerri has been a part of the Domino’s family for over 22 years starting out as a pizza maker at the age of 15. She went on to manage over 100 corporate stores in Australia before moving to the U.K. as the Operations Director of over 130 Franchisees and 800 stores. “When I was there watching the Franchisees make the money they do, it started to get me really excited!” Kerry decided with her husband to move to the U.S. choosing sunny South Carolina to purchase their stores, since taking over sales have gone up 20%. NuSutus is installed in many of Kerri’s stores and she continues to roll it out, “If I’m going to spend half a millions dollars trying to get my phone to ring then it would be insane to not take the call.” With NuSutus along with the managers she can gain insight into all of her locations detailed logs and AOT rates, “Every morning when I wake up there’s a report waiting for me.” Even without being at every store physically Kerri is still dialed into the daily operations. “NuSutus has been a great partner; any technical issues get handled right away. Training was super easy and the team members learned really quickly.”
Shane Casey discusses the next generation of customer service
“When AOT is low it means the customer is trying to get into the store and they aren’t able to do that, we’re losing sales.”
Shane Casey is a Southern California Domino’s franchisee.
Domino’s is a global company with over 11 000 stores world wide, “It’s the same in every single country, the foundation of the way that we talk to our customers, almost always we start the order of a new customer on the phone.” “ I don’t care if you’re over in Japan or down in Australia, every store I get to visit is talking about how you get to answer the phone quickly, how do you do it successfully, how do you do it great?” “We’ve really been working hard to bring in technology into the oldest part of our business.” “Making sure we’ve got that technology to harness all the different aspects of the process, starting with what we call AOT.” “Foundationally we want to make sure every single customer gets answered in the first or second ring.” “Now I never put you on hold, because I’m engaged with you, I’m going to finish your meal and do it within 3 minutes.”