How Domino’s Pizza Enterprises is cooking up faster, better delivery by unifying 130,000+ team members on Atlassian Cloud Enterprise

A recipe for exceptional food and exponential growth

Domino’s innovative approach to pizza delivery is what made it famous long ago – and what will help the company stay “hot and fresh” in the future. 

Its largest master franchisee, Domino’s Pizza Enterprises Ltd., delivers delicious pizzas from more than 3,500 stores across Australia, New Zealand, Japan, Southeast Asia, and Europe. When Domino’s leaders set a mission to deliver generous, craveable food every time  – they turned to Atlassian to help make this ambitious dream a reality. 

Unifying and standardizing for speed, service, and savings

“We had a problem,” Matthias says. “We were supporting 130,000 team members across more than 3,500 stores in different markets. We had more than six tools, which led to data silos, different ways of working, and different levels of service. We needed one unified platform that could bring information from the stores and from our customers to the engineering teams and back.”

From six disconnected tools to one connected solution

Domino’s motto is “Every order counts,” so Matthias’ team began the search for a platform that could help them deliver on that promise. 

Before, teams across Domino’s used an assortment of tools for service management, including Zendesk, ServiceNow, ManageEngine, PagerDuty, Excel, and Microsoft Planner. Managing so many tools was not only costly, but also meant team members across Domino’s global locations had to switch between them to resolve incidents, leading to delays and frustration for the people requesting and receiving support.

Matthias says, “We had already standardized our technology teams on Jira. Standardizing on Jira Service Management and integrating it with Jira provides end-to-end visibility and creates a single platform where all of our team members can work together for better, faster delivery.”

Within 12 months, Domino’s transitioned the entire organization from a disparate collection of tools to one connected system of work for tech and business teams alike. Now, whether there’s an incident that needs attention or a customer order that needs to be fulfilled, Domino’s team members turn to their Atlassian Cloud Enterprise platform.

“We collaborated with departments across the organization to set up the platform so it meets each one’s unique needs, while standardizing at scale,” Matthias says. “Today, all 3,500+ stores and 130,000+ team members use Atlassian Cloud Enterprise throughout the life cycle of their work, from strategy and planning to execution and delivery.” 

While technical and service teams were the first ones to adopt Atlassian tools, business teams like Marketing, Legal, and Construction are migrating to Jira Service Management and Jira by request to better manage their service requests and projects. They’re excited about using Assets to map their store network into the Atlassian platform, which will enable them to automate workflows across all types of teams for greater speed, accuracy, and freedom from long email chains.  

“We were initially focused on technology teams and customer service facing teams, but we found we could map the business processes, set up stores, install hardware, change store ownership, and more – all within our Atlassian system of work,” Matthias says. 

“When you work across multiple systems, especially at the speed we operate at, it’s easy for mistakes and errors to happen. But with a centralized platform, we’ve been able to speed up processes end to end, improve accuracy, and remove a lot of friction.”

How the Domino’s system of work, works

Leaders are starting to set objectives and key results in Atlassian Goals to better connect strategy to delivery and operations. These OKRs then cascade down to all departments, who set team and individual goals that ladder back up to the top-level objectives.

From there, each team uses different, yet connected Atlassian apps as they plan and track work in support of their goals. All teams use Jira Service Management for internal and franchisee support; Confluence for knowledge management; and Atlassian Guard behind the scenes for security and single sign-on. 

With AI as a teammate, employees at all levels are working faster and smarter. “With the addition of Atlassian’s AI tools, all of our information is very easily discoverable and more actionable. For example, I use Rovo to find exactly what I need during meetings, summarize long PIR reports, and turn those reports into Jira tickets in seconds,” Matthias explains. “One of our knowledge managers saved 2.3 hours the first week of using it, which adds up to thousands of hours each year at scale that can be spent on more strategic work and innovation. Having AI embedded in our Atlassian platform will definitely help us remove friction and deliver even faster with much more confidence.”

With this robust, integrated Atlassian system of work, global teams are collaborating more, increasing efficiency, and driving innovation – all contributing to a best-in-class experience for employees and customers alike. “Our Atlassian system of work has helped us standardize and streamline operations, while lowering costs,” Matthias says. “Our pizza toppings differ between markets, but with Atlassian, we deliver the same excellence everywhere.”

Delivering pizzas and promises with Atlassian Cloud Enterprise

With world-class teams, practices, and platform, the franchise has all the ingredients needed to deliver on Domino’s growth goals.

“Domino's is an extremely fast-moving business. With Atlassian, we have a single platform where we can centralize information and collaborate to deliver at the speed of our business,” Matthias says.

Looking ahead, his team is expanding Domino’s Atlassian platform even further. They plan to add more teams, more capabilities (like asset management and virtual service agents), and more apps (like Focus for strategic planning) – which will all support teams as they achieve even more mouthwatering results. 

“Switching to Atlassian allowed us to consolidate our teams onto a single platform, reduce complexity, and increase productivity,” says the former manager of Global Work Management Experience, Chrissy Clements. Matthias adds, “We have a motto: ‘Every order counts.’ Rolling out the Atlassian system of work allows us to successfully deliver on that promise.”