Engaging Customers with a New Vision and the Technology to Support It

The Opportunity

Customers wanted more options and flexibility in what and how they ordered food and beverages.

• The company's legacy technology platform limited potential applications and tied them to a commodity offering.

• Status-quo technology hindered the spirit of continuous improvement that’s part of the company's ethos.

The Approach

Summa combined human-centered design, deep technology expertise, and analytics to drive the vision and implementation of new systems.

• Design workshops put business and tech groups in customers’ shoes and explored their journeys.

• This customer experience vision drove the creation of a new platform that works with existing hardware, improving flexibility and cost/benefit.

• Integrated other company operations, including ERP, POS, back office, and accounting.

The Results

With the new platform rolled out in over 500 stores, customers are responding with increased sales.

• Customers see menus adapted to their region, time of day, and other variables.

• Next phases of rollout will incorporate additional loyalty, nutrition, and personalization features.
• Equipped with new technology and clearer vision, the company has a roadmap to realize innovative solutions.