Global Pizza Chain creates single view for 70 mn customers in India and gains incremental sales | Manthan

Global Pizza Chain drives revenue up: Unified customer view allows for personalized campaigns and offers

About the client

An American Pizza Chain with over 8000 stores across the globe, the pizza chain has multiple order channels – mobile app, website, phone, stores and 3rd party aggregators. Their strength is in excellent customer service, quick delivery, product innovation and strategic store locations – owned and franchisee. With increased popularity of delivery, the client was looking to enhance customer engagement through mobile app marketing across the customer lifecycle. The need was to have a unified, 3600 view of their customers across online and offline channels which would act as the bedrock for successful campaigns driving increased response rates and conversions.

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Business challenges

Siloed data sources leading to fragmented view of customers across channels
Unable to map aggregators data to customer’s orders
Long SLAs for ad-hoc analytics and campaign performance reporting
Under-utilized mobile app due to limited marketing capabilities enabled on the app
Attempts to unify offline and online data had failed, as past vendors specialized in only one channel.