How a Global Fast Food Chain Overhauled its Digital Presence | Publicis Sapient

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How a new platform connected the path from craving to checkout.

A newly connected digital ecosystem brought ordering and brand engagement into one customer journey.

Client Global Fast Food Chain

Industry Travel & Hospitality

Topic Experience & Commerce

In this customer story

This global fast-food chain wanted to be there whenever and wherever customers craved its food. That meant making digital a natural part of the consumer journey, with browsing, ordering, offers and rewards working together across its digital channels.

Publicis Sapient worked with the company to overhaul its digital presence around that goal. The work paired a redesigned app with updates to the website and a new e-commerce platform, creating more consistency and less friction for customers. The result: a stronger way to connect food, marketing and loyalty across digital touchpoints.

E-commerce has become a fundamental part of the consumer journey. This global fast-food chain wanted to respond wherever and whenever consumers crave their food. They needed to deliver an omni-channel experience across all digital platforms, offering intuitive and frictionless browsing, ordering and offers/rewards experiences.

We did a ground-up redesign and development of a new app experience for the company, also making refinements to the corporate website to maintain design and user flow consistency between the platforms. The new design enables a personalized ordering experience for users.

On the back end, we deployed a new e-commerce platform that is flexible to support marketing campaigns and highlight new product categories, landing pages, loyalty program perks and new features.

The company’s new app, e-commerce platform and website are surpassing expectations, improving conversion, boosting revenue through more site visits and transactions, and users are responding through positive ratings.

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Relevant Links

• Fast Food Chain Spices Up Digital CX
• Omnichannel engagement in QSR: connecting loyalty, offers and ordering into one guest journey
• Quick service restaurant brands may share the same ambition everywhere
• From Digital Presence to Digital Precision: How Restaurant Brands Turn Customer Data Into Direct-to-Consumer Growth
• Restauration rapide en Europe : transformer chaque envie en parcours client connecté (Europe)
• Restaurantes de servicio rápido en México: cómo convertir la experiencia digital en crecimiento rentable (LATAM)
• FAQ (FAQ)
• 10 Things Buyers Should Know About Publicis Sapient’s Work for a Global Fast Food Chain (LIST)