- Case Study -
Nando's streamlines loyalty programs and delivers quick ROI
Nando's is an international casual dining restaurant chain, specialising in Portuguese-style chicken dishes with various peri-peri marinades. From its beginnings in South Africa in 1987, Nando's has grown to a network of approximately 1,000 outlets in 30 countries, including over 270 restaurants in Australia, many of which operate under a franchise model.
Nando’s wanted to enhance its connection and engagement with customers, generating and retaining a loyal customer base through a rich-function integrated loyalty system. But with four different POS solutions being used across their portfolio of restaurants, integration was going to be hugely costly and require considerable compromise. They therefore decided that the first step would be to convert all the restaurants to a single POS solution, in one of the largest POS rollouts the Australian Quick Service Restaurant industry had seen.
Having looked at the market, Nando’s chose Redcat, because of its POS, Data Management and integrated Loyalty solutions, along with its strong local presence, flexibility and project management capability. Importantly, the cost to convert all existing restaurants to a single POS and implement the Loyalty solution was significantly less than Nando’s expected.
Nando’s undertook a successful trial phase across 30 Restaurants in WA, from which they recognised immediate increases in revenue and profitability, confirming the decision to roll out to all stores.
Nando’s loyalty program highlights our customer focus and commitment to continual innovation particularly leveraging technology. The Redcat system streamlines the way we handle this program and has delivered a quick return on investment.
The project incorporated a range of complex requirements including widely varying installations, requiring new cabling in some of the older restaurants, re-use of existing equipment where possible to save costs, GoLive support, as well as a communication roadshow and training program for franchisees and staff. Timing was critical, as all installations had to be completed before Restaurants opened at 11am to allow them to trade through a busy lunch period.
A dedicated Redcat project team including a Project Manager and operations and support specialists, managed and monitored the process of converting over 230 restaurants concurrently across all states and territories in Australia, completing the process in under four months.
The new system paved the way for an integrated loyalty system, enabling the greater customer engagement that Nando’s was striving for. James McLaren confirms the value that the Redcat system has delivered: “Nando’s loyalty program highlights our customer focus and commitment to continual innovation particularly leveraging technology. The Redcat system streamlines the way we handle this program and has delivered a quick return on investment."