Multinational Coffee Chain
Background
This Canadian multinational coffeehouse and quick-service restaurant chain has built a reputation as a go-to destination for coffee, breakfast, and fast food. With over 5,700 locations across 13 countries, the brand is synonymous with quick service and high-volume transactions.
The Challenge
As customer expectations evolved, drive-thru congestion and outdated menu boards slowed operations, affecting service consistency and upsell potential.
Static signage made it difficult to adjust menu items based on time of day, stock levels, or promotional campaigns, limiting the ability to offer targeted deals. With thousands of locations, implementing these updates manually was time-consuming and costly.
The RSG Solution
To streamline operations and improve the customer experience, RSG introduced Fingermark’s Eyecue and Super Nova solutions, addressing both service speed and menu management:
- Eyecue: Using AI-powered queue tracking and bottleneck alerts, Eyecue optimized staff deployment and reduced drive-thru wait times by 11% in the first year. Real-time visibility into handoff times ensured fast, consistent service across locations.
- Super Nova: A cloud-based digital menu system enabled franchisees to instantly update pricing, promotions, and featured items, eliminating delays caused by manual signage changes. The system also allowed regional menu adjustments, ensuring customers saw relevant offers.
The Results
With AI-driven analytics and real-time menu adaptability, this coffeehouse giant: Reduced congestion
- Increased order accuracy
- Improved promotional effectiveness.
- By enhancing speed, personalization, and operational efficiency, the brand reinforced its position as Canada’s leading coffee destination.
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