Global QSR achieves faster drive-thru with award-winning location technology
Company Size
1,000+
Country
- United States
- Worldwide
Product
- Bluedot’s geofencing technology
Tech Stack
- Geofencing
- Mobile App
- POS System
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Applicable Industries
- Food & Beverage
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Geofencing
Services
- Software Design & Engineering Services
About The Customer
The customer in this case study is Dunkin’, a global Quick Service Restaurant (QSR) chain. Dunkin’ serves 3 million customers daily worldwide, with 11,300 restaurants globally, 8,500 of which are in the United States. The company has a strong digital presence, with over 4 million app downloads. As a QSR, Dunkin’ places a significant emphasis on the drive-thru experience, which is a critical aspect of their service. The company is committed to improving this experience and reducing friction for customers, particularly during peak times. To this end, Dunkin’ has dedicated resources to create a truly frictionless experience in the drive-thru lane.
The Challenge
The drive-thru experience is a critical focus area for Quick Service Restaurants (QSRs), but it continues to be a point of friction for customers, especially during peak times. According to QSR Magazine’s 2019 Drive-Thru Study, drive-thru wait times increased by an average of 20 seconds. Dunkin’, a global QSR, wanted to buck this trend by creating a truly frictionless experience in the drive-thru lane. The executive team envisioned a Frictionless Drive-Thru (FDT) that would take mobile orders to the next level using location. The challenge was finding an advanced location solution that was easy to deploy and scale across hundreds of stores, precise and accurate down to a single drive-thru lane for order sequencing and timing, and optimized for guest experience to prevent app deletion - such as minimizing battery drain.
The Solution
Dunkin’ partnered with Bluedot to implement their award-winning geofencing technology to create a Frictionless Drive-Thru experience. Customers place a mobile order and then proceed straight to the pickup window to collect their order, without needing to stop at the speaker box or manually check-in via the app. Dunkin’ uses Bluedot’s polygon geofences and GeolinesTM to draw precise virtual boundaries around their drive-thrus. The Bluedot SDK embedded in the Dunkin’ app detects when a mobile order customer enters the drive-thru, ensuring proper order sequencing and a personalized touch by syncing with the POS. Staff members can greet customers by name and promptly deliver their order at the window. Customers who opt-in to location for frictionless drive-thru at Dunkin’ can rest easy knowing their location is only detected while at a Dunkin’ store. Once a customer has picked up their order, location detection stops. No continuous tracking. And location data is never sold or shared.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
The Kellogg Company
Kellogg keeps a close eye on its trade spend, analyzing large volumes of data and running complex simulations to predict which promotional activities will be the most effective. Kellogg needed to decrease the trade spend but its traditional relational database on premises could not keep up with the pace of demand.
Case Study
HEINEKEN Uses the Cloud to Reach 10.5 Million Consumers
For 2012 campaign, the Bond promotion, it planned to launch the campaign at the same time everywhere on the planet. That created unprecedented challenges for HEINEKEN—nowhere more so than in its technology operation. The primary digital content for the campaign was a 100-megabyte movie that had to play flawlessly for millions of viewers worldwide. After all, Bond never fails. No one was going to tolerate a technology failure that might bruise his brand.Previously, HEINEKEN had supported digital media at its outsourced datacenter. But that datacenter lacked the computing resources HEINEKEN needed, and building them—especially to support peak traffic that would total millions of simultaneous hits—would have been both time-consuming and expensive. Nor would it have provided the geographic reach that HEINEKEN needed to minimize latency worldwide.
Case Study
Energy Management System at Sugar Industry
The company wanted to use the information from the system to claim under the renewable energy certificate scheme. The benefit to the company under the renewable energy certificates is Rs 75 million a year. To enable the above, an end-to-end solution for load monitoring, consumption monitoring, online data monitoring, automatic meter data acquisition which can be exported to SAP and other applications is required.
Case Study
Coca Cola Swaziland Conco Case Study
Coco Cola Swaziland, South Africa would like to find a solution that would enable the following results: - Reduce energy consumption by 20% in one year. - Formulate a series of strategic initiatives that would enlist the commitment of corporate management and create employee awareness while helping meet departmental targets and investing in tools that assist with energy management. - Formulate a series of tactical initiatives that would optimize energy usage on the shop floor. These would include charging forklifts and running cold rooms only during off-peak periods, running the dust extractors only during working hours and basing lights and air-conditioning on someone’s presence. - Increase visibility into the factory and other processes. - Enable limited, non-intrusive control functions for certain processes.
Case Study
Temperature Monitoring for Restaurant Food Storage
When it came to implementing a solution, Mr. Nesbitt had an idea of what functionality that he wanted. Although not mandated by Health Canada, Mr. Nesbitt wanted to ensure quality control issues met the highest possible standards as part of his commitment to top-of-class food services. This wish list included an easy-to use temperature-monitoring system that could provide a visible display of the temperatures of all of his refrigerators and freezers, including historical information so that he could review the performance of his equipment. It also had to provide alert notification (but email alerts and SMS text message alerts) to alert key staff in the event that a cooling system was exceeding pre-set warning limits.
Case Study
Coca-Cola Refreshments, U.S.
Coca-Cola Refreshments owns and manages Coca-Cola branded refrigerators in retail establishments. Legacy systems were used to locate equipment information by logging onto multiple servers which took up to 8 hours to update information on 30-40 units. The company had no overall visibility into equipment status or maintenance history.
