Problem / Challenge.
Customer engagement had slowed to a crawl in the early months of 2018 for a well-known convenience store brand.
The company was looking for innovative ways to increase customer engagement and retention dramatically. As time moved on, more challenges and opportunities arose as an outbreak of COVID-19 caused new norms.
During the same time, there was an immediate need to migrate 25-year-old legacy store systems to dynamic platforms that utilize cloud technology.
How we achieved it!
Our team of experts produced terrific results by utilizing Design Thinking principles and Agile methods. The process included research, workshops, white-boarding, prototypes, and user-testing, focusing on designing the best experiences for customers, franchisees, and store associates.
What are the wins?
- Customer engagement mobile apps helped increase loyalty members from 29 to 40 million in 18 months.
- QSR POS system that enables restaurant menu configurations, transactions, and drive-thru orders.
- Enterprise platform that enables field consultants and franchise owners to communicate and work together.
