Partner Requirements

Long-Term Partner

It was important to choose a vendor that aligned with company values, and could also scale as needed.

Improved Customer Experience

Fast implementation of friction-reducing technology to move more volume, quicker & more accurately.

problem solving

Client needed resources to quickly collect, cleanse and configure a large amount of data to launch new products.

Background

A chain of a fast casual restaurants that, together with its subsidiaries, owns, operates and franchises roughly 1,800 retail locations in the United States and Canada. The company operates in three segments: Retail Operations, Franchise Operations, and Product Operations.

Objectives

Client came to Onshore seeking a long-term partner to support their business efforts and to bring friction-reducing technology to their customer’s experience. The goal was to move more volume through each café with a higher level of order accuracy, which required a quick and significant increase in QA testing resources. The client also sought to collect, cleanse, and configure a large amount of store data in an effort to roll out applications to all company and franchise cafes.

 

The project required a multi-year effort to develop a suite of ecommerce applications as well as in-store technology, in addition to providing robust data stewardship resources.

Project Challenges

Sweeping Menu Changes

The first challenge was to address changes to the client’s seasonal menu. Every two months, the company implements sweeping menu changes that include price adjustments, regional variances, regional product testing, and menu item additions/removals. Due to the high level of customizations permitted for each entrée, data changes require extensive Onshore QA testing for price, tax, composition (ingredients and quantities), and nutritional information.

 

All that Data!

To address the data management issue, Onshore provided a team of resources to extend the capacity of the existing data stewardship team. These resources performed data cleansing, setup, and other master data management tasks necessary to roll out the new e-commerce and catering platforms to each café site, market by market.

Project Outcomes

Efficiency

Client was able to eliminate other contractor and offshore positions in favor of Onshore’s larger, more centralized teams.

 

Ingenuity

To support the client’s efforts to restructure and refactor their applications, Onshore QA testers were leveraged to perform white-box testing of refactored services. This ensured consistency and accuracy as the systems were scaled.

 

The Bottom Line

This client’s 2017 financial forecast is the brightest they’ve seen in several years. Executives point to the companies recent investments in this project and overall technology upgrades in their retail locations to account for the record stock price improvements.

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