Multi-site consumer brand
Turn the next order into a direct relationship.
Giving a multi-site brand its own digital ordering and customer engagement platform.
Client identity withheld for confidentiality.
- Mobile app & in-store kiosks
- Shared content & ordering platform
- Customer insight & targeted offers
The challenge
The brand’s customer relationship largely stopped at the counter.
Customers had limited ways to order directly beyond visiting a store. Third-party aggregators offered additional channels, but at a high cost. In-store self-ordering was unavailable, and the business had little visibility into who its customers were, what they bought or when they returned.
Without that information—or a direct communication channel—encouraging repeat business meant marketing with an incomplete picture.
Our thinking
Connect ordering, customer insight and marketing within one platform.
Every direct interaction could help the brand understand its customers better. That understanding could inform more relevant offers, with engagement and offer testing guiding what to do next.
What we built
A centrally managed digital platform connecting:
- A customer-facing mobile app for direct ordering.
- In-store self-service kiosks.
- A content management system supporting the customer experience.
- Targeted push notifications informed by spending, order contents and time since the last purchase.
- Customer purchasing data to support segmentation and offer refinement.
What changed
The brand gained a direct channel to its customers—and a clearer understanding of their locations, spending and buying habits.
It could create offers for specific customer groups, tailor follow-up to previous purchases, and identify opportunities to introduce relevant, higher-margin products.
The business now had the tools to build repeat engagement around its own customer relationships.
Every order became an opportunity to understand the customer—and give them a reason to return.
Discuss your business