The Operational Intelligence Company. How Quick Serve Restaurants Can Capitalize On Real-time Operational Intelligence

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1 The Operational Intelligence Company > How Quick Serve Restaurants Can Capitalize On Real-time Operational Intelligence

2 1 Table of Contents Data, Data Everywhere, But No Insight In Sight The Challenge Introducing Vitria OI Five Ways To Capitalize On Real-time Operational Intelligence Summary As a Quick Service Restaurant, you are in an extremely competitive environment. You can no longer afford to fail to understand and anticipate your customers needs. Your customers are flush with choices that are, perhaps, just a click away. Very often, you have less than a minute to influence their decisions and perceptions. The good news is that you gain a wealth of information about your customers through every interaction. But, how do you analyze and act on this information in seconds to improve your customer s experience and in turn, contribute to the bottom-line? From Data To Actionable Insight In Seconds, With Vitria Operational Intelligence Vitria Operational Intelligence (OI) is designed to provide you with the ability to analyze and immediately act on streaming, real-time information. It is the only fully integrated software solution that blends together capabilities for continuous, real-time analysis of both streaming and stored data, with the ability to take immediate process-based action on the discovered insights. Streaming data includes events and data from computer networks and RFID chips, RSS feeds for weather and traffic, for instance, as well as social media. Stored data includes information in databases, data warehouses, enterprise applications, and frameworks such as Hadoop. With Vitria OI, you benefit from the following: Visibility into real-time events Insight into what these events mean to your organization The ability to take immediate action on the discovered insight Figure1: Vitria OI helps QSRs analyze and act on streaming real-time information

3 2 Five Ways QSRs Can Capitalize On Real-time Operational Intelligence Here are five ways in which you can improve your customers experience and generate incremental revenue using Vitria OI: How QSRs Can Benefit From Real-time Analytics And Action At A Glance Run more effective regional marketing campaigns Drive real-time, situational & event-based marketing programs Deliver high quality service by continuously monitoring processes Run Effective Regional Marketing Campaigns With Real-time Analytics Vitria OI can be used to help evaluate the impact of your advertising campaigns on sales in real-time. By monitoring point of sale (POS) transactions in different geographic areas and time-periods when an advertising campaign is in effect, you can quickly compare the effectiveness of the campaign by region and by time-slots. You can then make real-time changes to the advertising schedule so as to optimize your media spend in those regions and time-slots that result in the most sales. Proactively respond and resolve customer experience issues Make Sales Soar With Real-time, Situational and 5. Create more real-time upsell opportunities Event-based Marketing For situational marketing campaigns to be effective, they need to be timely and relevant. And that s where Vitria OI comes in. For example, if you wanted to run a special offer on cold drinks or ice creams on your menu on especially hot days to drive traffic through your drive-thru window, you could use Vitria OI to monitor the RSS weather feeds and then automatically alert advertisers to promote your offer when the temperature crosses a certain threshold. Similarly, you could use Vitria OI to monitor sports scores from RSS feeds and then automatically direct advertisers to run promotions when the local sports team wins a game. Traffic reports can be monitored in the same way and advertisements run to direct customers away from traffic jams and towards your drive-thru windows on less congested streets. Monitor Processes Continuously For Consistent, High Quality Service QSRs typically have several processes taking place simultaneously that are geared towards ensuring that a customer s order is prepared and delivered quickly and consistently with high quality. Most often, they only have between seconds to effect customer satisfaction. Although QSRs spend a considerable amount of time and effort trying to implement standard processes across all their stores, they are often not in a position to be able to monitor how these processes are actually followed at each individual restaurant, especially when these restaurants get busy. Vitria OI can be used to continuously monitor adherence to these processes at the individual store level and to proactively alert managers to deviations that might result in a poor customer experience.

4 3 Vitria OI not only helps you identify and resolve customer service issues in real-time before they spiral out of control, but it also supports immediate action that can result in additional revenue opportunities. Figure2: Continuously monitor process adherence in real-time The same process monitoring capabilities with in Vitria OI can be leveraged to monitor other processes within QSRs, including those related to supply chain management, new employee on-boarding, new hire training, and complaint handling. Manage And Morph Customer Perceptions With Real-time Insight With the onslaught of social media, a customer s perception of your restaurant can travel far and wide in a matter of seconds. Positive comments on Facebook and Twitter can be extremely powerful. But so can disparaging comments. Vitria OI provides you with the unique opportunity to not only track and respond to customer service issues in real-time before they spiral out of control, but it also supports immediate action that can result in additional revenue opportunities. Figure 3: Continuously monitor customer perception For instance, by monitoring the volume of comments from a Twitter feed using Vitria OI, your customer service team can quickly delve into specific comments, identify individuals that have had bad experiences, offer coupons for their troubles and suggest that they give the restaurant another try. They can then track to see if these individuals subsequently post positive comments, and send them additional coupons that can be redeemed on future visits. This approach accomplishes two objectives it morphs a customer s current impression and presents your restaurant with two new opportunities for revenue.

5 4 Real-time Operational Intelligence Helps QSRs: Forge new and improved customer relationships Better understand and anticipate customers needs Turn every interaction into a potential real-time upselling opportunity 5. Use Loyalty Programs For Real-time Upsell Recommendations Increasingly, organizations are incorporating RFID chips within customer loyalty cards. These can be used to identify customers as they walk through the front door of your restaurant. By retrieving and reviewing past buying patterns gathered at the POS, Vitria OI can be used to make upsell recommendations at the POS. Often, loyalty card members provide you with their mobile phone numbers and other details, thereby providing additional channels that can be used to make real-time marketing offers. Figure 4: Find and offer your best customers the best offers. Track customer service delays by location in real-time. By using geospatial data, you can use Vitria OI to pinpoint the biggest clusters of loyalty card members closest to specific store locations during certain times and text them targeted offers that can result in increases in revenue. Summary : The QSRs that will break away from the rest of the pack are the ones that can crack the code for unleashing the power of the data that they have at their fingertips to drive real-time action. Vitria OI provides QSRs with that opportunity. They can continuously analyze and act on data and use real-time operational intelligence to forge new and improved relationships with their customers, better understand and anticipate their needs, and turn every interaction into a potential opportunity to generate revenue. Vitria provides the industry s leading Operational Intelligence suite empowering partners and customer alike to analyze streaming Big Data, events and business processes in the proper context and take real-time action. The result is faster, better decision-making. With a rich heritage as a technology pioneer, Vitria's award-winning process integration solutions provide the backbone for many Global 2000 companies' mission-critical business processes. Vitria has customers in North America, South America, Europe, Asia, and Australia. / Contact Us: I I

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