Client Profile
Our hospitality client is a leading developer of global, multi-channel food service brands, delivering 100+ products and $1B+ in annual retail sales. Founded in 2004, the private equity-backed corporation franchises and operates 6,400+ restaurants, cafes, ice cream shops, and bakeries in the U.S., Puerto Rico, and 55+ foreign countries.
Business Challenge
Foodservice corporations like our client maintain thousands of stores across a wealth of global markets. With so many franchised locations, ensuring customers receive consistent, positive experiences and product quality across stores wherever they go is a major priority.
The ability to make informed, agile decisions about product mix, sales, and business development opportunities like rebranding or remodeling are also essential ingredients for growing revenue and measuring performance in the hyper-competitive foodservice industry.
However, this client lacked consolidated, real-time visibility into sales, foot traffic, and brand quality across its 1,650+ international locations.
While some information existed piecemeal across different reports, the inability to combine sources made it difficult to accurately measure sales and quality in terms of single stores, franchisees, and regions. For instance, comparing data on Thanksgiving sales in a region to the previous year or actual vs. planned revenue for a franchisee.
As a result, leadership often spent many cycles identifying locations with areas of opportunity.
The client had also recently partnered with Auxis to build a Customer Experience Center of Excellence (CoE) at the Auxis Global Outsourcing Center in Costa Rica. Rapid-fire growth and pandemic restrictions have made it difficult for our client field operators or brand coaches to visit every international store to ensure they meet quality standards.
Instead, brand coaches at the Auxis CoE leverage top-notch virtual tools to help franchisees operate at the excellence the client expects for its locations without physically being in the stores, gaining the ability to visit more often and more cost-effectively.
A real-time, consolidated data view would also maximize the benefits of CoE quality audits; for instance, helping leadership gauge correlations between improved audit scores and sales at a single store.
Solution & Approach
In this Business Analytics Case Study, we show how this client partnered w