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FelFel Mediterranean

FELFEL
MEDITERRANEAN
CASE STUDY

 

Appsuite’s powerful solutions successfully set their customer up for exponential growth by building a solid foundation of enhanced in-store and online experiences, boosting margin and order efficiency while maintaining strong customer satisfaction.

FelFel Mediterranean is a locally owned and operated fast-casual restaurant located in Denver, Colorado. With its roots in fresh ingredients and quality recipes made from scratch, FelFel saw success soon after opening its doors in 2013. However, the team quickly identified the need to build a solid digital infrastructure in order to expand into additional locations and concepts.

CHALLENGE

FelFel found itself grappling with the challenge of creating a seamless and streamlined customer experience across both in-store and online ordering systems. As they sought to optimize customer flow and lay a solid foundation for growth, FelFel needed a solution that could reduce labor costs without sacrificing their exceptional product and service quality.

It was crucial for them to strike a delicate balance between attracting tech-savvy customers with an intuitive digital experience and catering to the needs of those less digitally focused. This meant finding a comprehensive solution that would seamlessly integrate all aspects of their operations while driving adoption across various demographics. FelFel knew they needed a powerful, all-encompassing CRM system under one roof to work in conjunction with the Oracle Simphony point of sale and address these pressing challenges to propel their business forward.

Appsuite’s range of products emerged as the perfect solution for FelFel, addressing their challenges by creating a unified customer experience across online and in-store ordering platforms.

Though implemented less than one year ago, FelFel has already experienced remarkable success with the implementation of Appsuite’s ordering kiosks. The efficiency and versatility of these ordering systems has directly led to an 11% increase in operating margin, largely driven by a significant decrease in labor cost during peak hours. These intuitive kiosks have streamlined ordering, resulting in an impressive 48% YoY reduction in average ticket time. According to a FelFel customer survey, 83% of respondents rated their experience of ordering via a kiosk as extremely easy.

Staff training for the kiosks was quick and intuitive, its simple interface accommodating non-native English speaking employees with ease. While the kiosk implementation enhanced overall efficiency, the human element was preserved to maintain a warm, personal touch in customer service.

With the Appsuite kiosks, FelFel has been able to retain employees and distribute their hours more sustainably, all while maintaining its high quality of service.

“Appsuite’s solution has created a more driven and focused order platform. It has made our staff more streamlined and efficient. We are set up for success for growth into other formats and restaurants in the future with Appsuite and Oracle.”

– Esmail Suleiman, President & CEO of FelFel Mediterranean

By implementing a robust loyalty program, FelFel was able to significantly increase customer engagement, resulting in a remarkable growth in membership from 2.7k in 2016 to 21k by 2023.

Appsuite enhanced FelFel’s gift card system, allowing customers the flexibility to check balances, redeem cards online, send virtual gifts, and auto-reload, all while linking the gift cards to user accounts. This comprehensive approach ensured a seamless experience for customers and simplified management for FelFel within the existing Oracle Simphony point of sale system

RESULTS

The collaboration between FelFel and Appsuite brought significant improvements to the restaurant’s operations. Kiosk implementation and the increased order efficiency led to an extraordinary 24% decrease in peak labor hours, equating to a 6.2% decrease in direct labor costs, while total labor hours remained consistent. During this same time period, “wages and salaries increased 4.6 percent for the 12-month period ending in June 2023” according to the Bureau of Labor Statistics. This addition of this digital technology will help FelFel fight wage inflation in the future while continuing to strengthen their bottom line.

Oracle’s comprehensive restaurant performance reports also show that FelFel’s sales metrics since the implementation of kiosks have remained strong, indicating healthy and consistent growth. The reduction of bottlenecks and multiple points of order enabled a more efficient workflow. As a result, FelFel achieved its goal of creating a seamless, intuitive, and non-disruptive digital experience for all customers.

Global Brands Group

Global Brands Group of Companies – The Caribbean

The Global Brands Group of Companies is the leading Quick Service Restaurant group in the Caribbean, operating over one hundred restaurant locations across Trinidad and Tobago, St. Kitts and St. Lucia. Its diverse brand portfolio includes Pizza Boys, Donut Boys, Rituals Coffee House, Church’s Chicken, Wok n’ Roll and Rituals Sushi, meaning it serves tens of thousands of people a wide variety of food and beverage options across the Caribbean.

The Challenge

The executive team at Global Brands Group wanted to create a centralized loyalty, rewards, and online ordering system that could be shared across its brands, while still allowing each restaurant to maintain its own unique brand identity.

The Solution

ORACLE SIMPHONY  INTEGRATED ONLINE ORDERING

By pairing Appsuite’s integrated mobile and web ordering with Oracle’s Simphony POS cloud solution, we were able to create a seamless ordering experience for Global Brands Group’s customers, no matter how they order (in-store, drive-thru, website, app, or by phone). Each restaurant is able to customize their menu and map it directly to the POS, creating a seamlessly integrated delivery of all orders directly from the customers fingertips all the way through to the kitchen.

UNIFIED CRM, LOYALTY, REWARDS & GIFT CARDS

Appsuite’s CRM system provides Global Brands Group with complete control over a shared system across all brand properties and locations. Instead of each brand having its own rewards system, users can earn and redeem offers across the brand portfolio, creating an even deeper connection between the customer and the Global Brands Group of restaurants. This shared experience is not only more rewarding for the customer, but immensely powerful for the management team so that they can understand the true value of their customers across all of its restaurants. 

The Results

“To have a single system that can handle the unique complexities of our businesses on top of orders, rewards, loyalty, gift cards, and marketing across all brands and locations is like a dream come true!” Anthony Sabga-Aboud – Director

+50%

Increase in loyalty transactions

+66%

Increase in program spend

7

Unique online menus launched

Popeye’s Galley & Grog

Popeye’s Galley & Grog – Lake Geneva, WI 

In business for over 40 years, Popeye’s Galley & Grog is a very high-volume restaurant seating over 700 at peak periods and deploying 22 Micros workstations. In conjunction with a Micros RES upgrade Popeye’s wanted to offer a mobile loyalty and rewards CRM program integrated with their new POS. The objective was to increase overall sales by building a larger, more loyal following of local patrons.

The Challenge

Situated in a popular tourist area, Popeye’s found themselves looking for ways to increase sales during the offseason by building a larger and more loyal following of local patrons. They needed a program that the staff could promote easily, without requiring much time or effort for the guest.

The Solution

Loyalty Rewards Program & Multi-Channel Marketing Campaigns

Popeye’s identified their local clientele through the segmentation tools in Appsuite Loyalty. Having the ability to customize the loyalty sign up form was key to learning about their customers demographics and preferences. Popeye’s used Appsuite’s Multichannel Marketing Campaigns to develop promotions and offers specific to their local patrons, driving year round business.

Sign Up Flexibility

Growing membership was key to Popeye’s success. Popeye’s guests were given multiple options to join their program: On their website, text-to-join, by Popeye’s staff through the Micros POS and also through a physical sign up card. This flexibility allowed quick and easy growth of their loyalty base.

The Results

“Easier to care for our customers! We couldn’t be more pleased with how smooth the transition went and how much easier it is now to care and market to our customers. AppSuite has been a great partner!”
Michael Anagnos • Principal, Popeye’s Galley & Grog

22K+

Loyalty Rewards Members

$500K+

Member Dollars Spent

$195K

Member Offers Redeemed

Catch The Wave

Catch The Wave Frozen Yogurt – Plainview, NY 

When COVID-19 hit the US in early 2020, Michael Agliato, a New York City firefighter and owner of Catch The Wave Frozen Yogurt, faced the difficult challenge of creating an entirely new business model for his “build your own” frozen yogurt experience. His existing strategy yielded exceptional dividends, as the cost to the customer was based on the weight of their sundae. This was no longer an option when COVID restrictions prohibited in store purchases. To make matters worse, Catch The Wave did not have a website.

When Catch The Wave  joined Appsuite in May 2020, Michael was simply looking for a way to allow guests to place online orders. He found that not only could Appsuite provide a web app for online ordering, Appsuite’s Loyalty and Multichannel Marketing would help him promote it and incentivize his customers to use it.

Appsuite’s solutions enabled Michael to create a digital presence and generate revenue, all while increasing his overall customer base.

The Challenge

The challenge Michael faced in the initial wake of COVID-19 was not just pivoting to a new ordering strategy but managing to educate and motivate his customers to pivot with him — all with no web presence outside of social media.

The Solution

web app for online ordering

Catch The Wave needed an ordering platform that could accommodate the broad variety of options and toppings their customers had grown to expect. This was key, as these add-on’s were a primary source of revenue. Appsuite’s flexible menu build and modifier options were instrumental in replicating that ordering experience. 

Loyalty Rewards Program & Multi-channel Markeitng Campaigns

Catch The Wave directly engaged with their customers at a time when traditional customer engagement was prohibited. By offering loyalty incentives specifically for online orders, they were able to increase membership and generate revenue at the same time.

Oracle / MICROS Integration

Being able to receive online orders and payments directly integrated to the POS was vital for Catch The Wave. With limited staff due to social distancing, and limited resources due to decreased revenue, orders were received and efficiently executed, without the need for additional staff

The Results

90 days into their new program Catch The Wave was seeing results that made a difference.

375

New Loyalty Members

400+

Online Orders Processed 

$4K

Spent by Members in 90 Days