The world’s largest fast-food chain has thousands of outlets across the globe. It is the world’s largest restaurant chain by revenue, serving millions of customers daily. According to two reports published in 2018, it is one of the world’s largest employer.
Introduction
A veteran in the fast-food industry this company is looking to implement digital innovation in its business model. Its CEO said, "the restaurant chain would become a modern, progressive burger company.” This meant designing and implementing a lot of new features that elevate the restaurant experience as much as the food.
Challenges
This company was falling behind the competition when their IT systems and data access weren’t set up to roll out consumer and loyalty programs via mobile, kiosks, or location-based offers, causing revenues to slow with consumers who connect digitally. This was proving them to be an inconvenience for the customers in providing them with a holistic experience.
Digital innovations for companies operating at the scale of this veteran can take months or years to deliver, particularly when they have to be rolled out across multiple geographies with multiple legacy systems. They not only had to match but exceed their competitors in digital and mobile technology at a drastic pace.
Results
- Digital innovations built by Think Source enabled them to employ only 5 of the 45-person team on maintenance (12%) versus the 50-70% it used to take earlier.
- Generating new revenue through the region and location-specific digital experiences for consumers, globally increased productivity by a whopping 250%
- These digital innovations are only the beginning. They have also announced a mobile app with innovative geofencing capabilities that will determine when customers are approaching the restaurant, ensuring the food will be as fresh as possible.
Solution
Business Solution
• Think Source has integrated their systems via APIs and increased connectivity. This allowed the fast food chain to unlock backend systems and promote governed access. • As a result of this digitalisation, teams across the regions could reuse and self-serve. They could spend more time on innovation on a global scale and less time in maintenance.