Tuesday, 15 September 2020 15:05

Domino's gives you a bell before your pizza arrives Featured


In a move that could usefully be copied by every organisation that makes home deliveries (including and possibly especially Australia Post), pizza chain Domino's has introduced its call on arrival service.

We've all been there. An impatient delivery driver rings your doorbell and disappears before you can answer. If you're lucky, the item will be left on the doorstep and you'll get there before someone steals it.

Otherwise you may have to arrange redelivery – which can take several days – or go out of your way to pick up the item, which somewhat defeats the object of delivery.

Another scenario is that the doorbell rings just as you take a 'natural break,' as the Tour de France commentators put it.

Domino's new call on arrival service makes an automated phone call to customers when the delivery driver is approximately two minutes away.

This benefits customers, as they can be ready to take delivery and get stuck into their pizza as soon as possible.

It should also mean drivers spend less time waiting for doors to be answered, which means they can get to the next customer sooner (so they get a fresher pizza), and ultimately make more deliveries in a given time. Domino's drivers are apparently paid by the hour, so at least initially the benefit of that increased productivity accrues to franchisees.

Domino's Australia and New Zealand CEO Nick Knight said "We know that time is the enemy of food, which means every minute counts when delivering safe, piping hot pizza.

"Ultimately, the longer a customer has to wait to bite into their first slice of pizza, the lower their satisfaction with the meal.

He said the system is installed on every Domino's delivery vehicle in Australia, and places the call 600m from the delivery address

"For customers, this could mean providing enough notice to come downstairs if they live in an apartment building, to put the porch light on so their house can easily be located, to restrain their dog, prepare their payment method, or simply make sure they are dressed appropriately. Trust me, we've seen it all!", he explained.

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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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