Case Study: How We Helped Domino’s India Centralise Data & Automate Settlements and Refunds

Client Overview

Domino's India, operating over 1,100 stores, faced operational inefficiencies due to fragmented data systems and manual financial workflows. Managing thousands of orders daily, the brand relied on separate platforms for online ordering, POS, and payment gateways, leading to data silos and delays.

The Strategic Challenge

Domino's India encountered three key challenges common to large enterprises navigating digital transformation:

• Fragmented Order Data: Information was dispersed across systems, requiring store managers to manually reconcile data, which increased the risk of errors and inefficiencies.

• Delayed Settlements: Manual financial reconciliation processes led to delays of up to seven days in settling transactions and tracking daily sales.

• Refund Inefficiencies: Without automation, refunds were frequently delayed or missed, resulting in increased support tickets and diminished customer satisfaction.

  
  

These challenges had far-reaching implications not only affecting internal operations and reporting accuracy but also impacting the customer experience.

Our Solution

Building a Unified, Automated Enterprise Platform

Incaendo Technologies partnered with the client to build a customised Management Information System (MIS) designed to eliminate inefficiencies and bring visibility, accuracy, and automation to mission-critical financial workflows.

Centralized Data Infrastructure

• Integrated disparate data sources including online ordering systems, POS software, and payment gateways into a unified dashboard.

• Enabled real-time order tracking and consolidated financial reporting across all locations.

• Eliminated the need for manual data entry or reconciliation by store managers.

Role-Based Reporting and Analytics

• Designed dynamic dashboards tailored for store managers, finance teams, and senior leadership.

• Delivered actionable insights on order volumes, revenue, refunds, and settlements.

• Empowered decision-makers with real-time access to store-wise and date-wise performance data.

Automated Financial Workflows

• Fully automated the settlement process, reducing transaction reconciliation time from several days to less than 24 hours.

• Implemented an intelligent refund system that auto-checks eligibility based on business rules and payment gateway data.

• Reduced dependency on customer support by initiating timely refunds and sending automated notifications to customers.

Unified and automated enterprise MIS platform

Results & Business Impact

The impact of the MIS platform is reflected in the following performance improvements:

MIS platform's operational improvements

Table: Operational Improvements

Metric	Before Implementation	After Implementation
Data Reconciliation Time	~7 days	Less than 24 hours
Refund Processing Time	Manual, 3–5 days	Automated, within 24 hours
Customer Support Tickets	High volume	Significantly reduced
Reporting Accuracy	Inconsistent	Real-time and reliable

Key Takeaways for Enterprise Tech Leaders

For organizations managing complex, distributed systems, this transformation highlights the importance of:

• Data Centralisation: Establishing a single source of truth across departments enables faster, more accurate decision-making.

• Operational Automation: Streamlining processes such as settlements and refunds can significantly reduce overhead and improve stakeholder confidence.

• Scalable Integration: Thoughtful architecture allows legacy systems and modern platforms to work in harmony without full system overhauls.

• Customer Experience: Back-end efficiency directly contributes to front-end satisfaction and brand loyalty.

Conclusion

This case demonstrates how a focused, scalable technology solution can resolve real-world operational bottlenecks in large enterprises. By eliminating data silos, automating financial workflows, and empowering teams with real-time insights, organizations can enhance operational agility, improve customer trust, and support long-term digital transformation goals.