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CASE STUDY / HOSPITALITY

Casual Dining Leader Transforms Guest Experience and Optimizes Operations

Softtek helps iconic American Restaurant Leader save 30% in cost through managed services and increase guest loyalty by 25% with a Digital Guest Experience platform.



About the customer

A fast-casual restaurant leader founded in 1975 operating over 1600 stores globally.

Anual revenue of
$3.8B+

>1600
stores worldwide

100,000
Team Members

29
Operating or franchising in 29 countries

 

Business challenges

Rapid growth caused the casual dining leader to exceed their legacy technology and look for options to improve IT and business processes. The company’s goals were to increase sales to drive revenue and improve guest experience while decreasing the downtime of stores.

 
1

Lack of documentation and no accurate reporting to higher management.

2

Unintegrated systems, technology, platforms, databases, software & hardware.

3

Outdated infrastructure and IT IL processes causing ticketing and maintenance.

4

No time to modernize customer experience.

How Softtek comes into play

Softtek’s IT Infrastructure strategy streamlined support processes and optimized infrastructure to increase availability and prevent unexpected outages that may impact operations and cashflow.

Developed innovative customer experience strategies to help with guest journeys.

Supported the construction and operation of an integrated digital guest experience.

Designed built and implemented digital platforms to provide effective customer experience for end users.

Implemented a platform to stardardize digital guest experience globally.

Group 385

Business impact

Implemented a platform to stardardize digital guest experience globally.

30%

Cost reduction of 30% in IT Operations

25%

Marketable customers database grew approximately 25% allowing the company to better target specific audiences

99.99%

of platform availability allows for production deployment time of 12 minutes per iteration

100%

tickets are document and digitized

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