A bit of background

Pizza Hut is a globally recognised brand that has long been a pioneer in the industry. In the UK, Pizza Hut Delivery has over 380 stores nationwide with aggressive growth plans.

Their UK website has experienced strong year-on-year growth, with weekend peak ordering commonly outstripping week-day ordering by 4-to-1. Therefore, customers’ digital experience is vital.

The Challenge

Pizza Hut Delivery was experiencing two key challenges. Firstly, the ability to match incoming customer calls to their specific online journey to help manage and resolve issues more rapidly. Secondly, the validation and tracking of orders from confirmation and payment to bake.

The team had been reliant on basic analytics and website performance tools, but they failed to give the depth of insight required. As a result, the digital team was left wanting more, so Pizza Hut turned to UserReplay.

"An essential spanner in our online toolkit. We simply rely on it daily."

Steve Ash IT Director

Success story

Over £4.7 million annual impact identified due to resolvable technical issues

Validate and identify specific journeys for greater customer service

Continually gather insights to shape the long-term business strategy

Act on critical issues as they happen to resolve at the speed of the business