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Pizza Express

Driving Operational Transformation


Service Model Transformation

Background

As part of a major operational overhaul, PizzaExpress sought to replace its rigid 10-step service process with a more flexible and customer-focused model, dubbed CREW.

Challenge

Help implement a cultural and procedural shift across a workforce of thousands, spanning over 360 UK and Ireland restaurants and 100+ international/franchise locations.

Solution

PizzaExpress partnered with Atticmedia to design and deliver a comprehensive, multi-channel training and engagement programme.

The solution included:

  • A high-impact “hearts and minds” campaign film to introduce CREW and build excitement.
  • A blended learning approach combining face-to-face training with interactive e-learning modules.
  • Integration with The Hub, PizzaExpress’s intranet platform, to support continuous learning and communication.

Sociable Pizzeria, Sociable Crew

Attic delivered:

  • Creative Workshops
  • Manager Interviews
  • Key Messaging and learning outcome goals
  • Concept ideation & development
  • Storyboarding
  • Shooting Scripts
  • AV Production
  • e-learning Authoring
  • SCORM deployment

Results

  • Widespread Engagement: In the past year alone, The Hub recorded over 215,000 searches, 5,100+ social posts, and 2,500+ training video views, illustrating deep workforce engagement.

  • Faster Adoption: The creative training campaign helped speed up the rollout of CREW across all restaurants, ensuring a consistent service experience.

  • Operational Impact: CREW, along with complementary tech and process changes, contributed to: -** 33% reduction **in queue times

  • 16 additional pizzas produced every 30 minutes

  • Improved forecasting, reduced food waste, and smarter labour scheduling via integration with Qlik Cloud

Value Delivered

Atticmedia’s content strategy and digital learning expertise were instrumental in aligning staff behind a new service ethos. By combining storytelling, intuitive training design, and scalable digital delivery, Atticmedia enabled PizzaExpress to drive real behavioural change and measurable performance improvements.

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