Boston Pizza

Customer Success

Boston Pizza International Inc.

Boston Pizza International Inc. ( is Canada’s No. 1 casual dining brand with more than 340 restaurants and over $1 Billion in annual sales. Known best for its ‘two experiences under one roof’, a family-friendly casual dining restaurant with a separate sports bar, Boston Pizza annually serves more than 40 million guests. The company has been recognized as one of Canada’s 50 Best-Managed Companies and was named one of Canada’s 10 Most Admired Corporate Cultures by Waterstone Human Capital for 2007 and 2008.

Boston Pizza began working with ComplianceMetrix in late 2010, when their home-grown systems and processes for working with franchisees to ensure quality, brand consistency, and growth were not as effective as the needs of the business evolved. After working collaboratively with ComplianceMetrix to rapidly design and develop a solution, Boston Pizza deployed a customized version of OperationsMetrix™ (OMX) Self-Assessment functionality to perform Franchise Business Reviews in early 2011. OMX’s Agile Architecture enabled ComplianceMetrix and Boston Pizza to incorporate user feedback into a series of updates following the initial launch to further refine the solution.

Multi-lingual and available both online (Internet connected) and offline (No Internet connection), Boston Pizza’s solution helps its franchisees and regional business managers work collaboratively to evaluate, manage and improve marketing, sales, guest experience and overall quality programs within restaurants. As “opportunities” or “issues” are identified, regional business managers are able to give franchisees the support and follow up they need through automated “notifications” and “workflow”. “Dashboards” keep all parties up-to-date on current status and key-issues. For Executives, OMX has provided transparency across regions, helped to identify trends, and allowed Boston Pizza International Inc. to be more proactive in driving excellence throughout the organization.

OperationsMetrix™ allows Boston Pizza to have visibility across all our franchises and identify where we can implement new programs and initiatives to better support franchisees and grow our business. The technology has transformed the way that we do business and the ComplianceMetrix team is fantastic to work with!

Caroline Schein

Vice President, Operations and People Development, Boston Pizza International Inc.

OperationsMetrix™ has completely changed how we interact with and support our franchisees. Processes that we used to manage through email and phone calls are now 100% automated. As a result, our operations are more efficient and our franchisees are more satisfied than ever. We’re seeing results that far exceed our expectations.

Cavin Green

Vice President, Business Technology, Boston Pizza International Inc.

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