bringing mobile ordering to the masses.

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CHICK-FIL-A

Chick-fil-A is committed to excellent service for their loyal customers. But, operational efficiencies aside, each restaurant location can only deliver as fast as customers can move through the lines. Could we find a way to broaden their capacity to deliver more, without expanding their footprint or staff?

MOBILE ORDERING & PAYMENT | CUSTOMER SERVICE | LOYALTY

MOBILE ORDERING & PAYMENT

CUSTOMER SERVICE

LOYALTY

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4 MILLION DOWNLOADS IN
THE FIRST MONTH

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INCREASED SAME STORE SALES BY 6.1% WITH 25% INCREASED ORDER SIZES 

25%

TOP 3 QSR APP WITH 25% CATEGORY PENETRATION 
(SECOND ONLY TO STARBUCKS IN DAILY ACTIVE USERS)

Originally started in Atlanta, Chick-fil-A has rapidly grown to be a dominant player in the U.S. Quick Serve Restaurant (QSR) space. With over 2,300 restaurants in 47 states, 50 consecutive years of sales growth and industry-leading customer service, Chick-fil-A continues to produce a winning recipe. In 2018 average store sales exceeded $10B. These are impressive stats, especially since stores are only open six days a week.

THE CHALLENGE

It’s no secret that customers love Chick-fil-A. But this love often resulted in long lines and lost sales as customers turned away, sometimes before even parking. Through excellent process engineering and industry-leading training programs, Chick-fil-A’s kitchen was able to operate far faster than the front of house could take orders. Chick-fil-A needed a way to increase same-store sales without adding headcount or performing expensive remodels.

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OUR APPROACH

OUR APPROACH

Utilizing design thinking, our team crafted an innovative mobile ordering application, Chick-fil-A One, that took full advantage of Chick-fil-A’s best-in-class capacity. We created a GPS-enabled mobile order-ahead solution. Restaurants would be notified of an order when customers were in-route to the store - ensuring no meal was ever cold and long wait times could be avoided. Some locations even provided dedicated mobile pick-up spots to help reduce indoor and drive-thru lines. Add sophisticated and easy mobile payment and loyalty-based rewards to the picture, and Chick-fil-A easily exceeded expectations and delighted its already loyal customer base.

The mobile experience had to provide the same exemplary level of customer service Chick-fil-A is known for. Leveraging customer data, we were able to provide personalized experiences that kept track of customers’ favorite stores, favorite orders and more. Including a “surprise and delight” loyalty program allowed Chick-fil-A to offer, for free, new items to customers, to broaden exposure to the menu. And simple suggestions and easy ordering increased ticket size. The Chick-fil-A mobile experience has set the standard in the QSR space, and many others have followed.

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