CASE STUDY: QSR

Creating the restaurant experience of the future

This QSR client is one of the world’s largest restaurant chains by revenue, operating almost 38,000 restaurants globally.

The client has been executing an ambitious digital transformation program designed to modernize the in-store customer experience and make it easier to satisfy cravings from anywhere with its mobile app. A critical goal of this program was customization of the client’s brand experience by creating much greater levels of choice, engagement and convenience through implementation of a simplified, standardized and scalable solution. Furthermore, the solution needed to be deployable to multiple countries within a short period of time with as little reliance as possible on local teams.

Complex challenges, multiple business units, systems and processes

Like all enterprises, the client’s landscape was unique and presented its own set of challenges:

  • Complex product integrations
  • Multiple platforms and vendors
  • Complex in-house POS, CRM, loyalty and legacy systems
  • Markets with local marketing and technology teams and varying levels of capability
  • No 360-degree view of the customer to achieve personalization
  • High internal costs to manage disparate systems and platforms
  • Elongated marketing campaign execution (several weeks to go-live)

Digital customer engagement at scale with Plexure

To achieve the right outcome for the client we followed the Plexure process, which sets out a prescribed approach to developing a completely customized solution. Through this process we:

  • Workshopped with internal stakeholders what customer engagement looks like for the client and how it would best operate within the organization’s technology stack
  • Identified a strategy that was aligned to the client’s desired outcomes and provided customer engagement recommendations
  • Identified and deployed a managed services program that covered data science, solution consulting and project/content/campaign management
  • Developed an app supported on a single Plexure instance, which could be deployed rapidly across 50+ countries
  • Enabled each country to use Plexure to control their localized app within a globally approved best practice framework
  • Facilitated the sharing of learnings and best practices across markets to accelerate digital adoption within the client’s global business
  • Collaborated with other vendors where required

The results

#
1

free app across 30+ countries (food and drink segment)

32
%

incremental guest count

40
%

incremental sales count

41
m

customers processed daily

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