A top-five quick service restaurant (QSR) set out to modernize its customer relationship management (CRM) program and unlock the value of its investment in Adobe Journey Optimizer (AJO). The brand had been relying on outdated, batch-based customer communications that lacked timeliness, relevance, and deep personalization. These limitations stemmed from its legacy platform, Adobe Campaign Classic (ACC), which made real-time engagement difficult. As a result, the brand was falling behind other QSR competitors, with store traffic and sales declining.
The client turned to Concord’s Analytics practice – referred by its existing relationship with the Concord India team – based on Concord’s expertise in Adobe technologies. The goal was to build and execute CRM strategies, including email and push alerts, that would quickly demonstrate value from AJO and modernize customer communications.
While AJO was being implemented, Concord’s personalization team used a data-driven approach to identify low-hanging-fruit opportunities and delivered two early proof-of-concept (POC) journeys in ACC. Once AJO went live, the team executed real-time journeys and supporting logic across channels to accelerate the client’s CRM transformation.
Concord’s work delivered fast, meaningful impact – exactly what the client needed to validate its investment in AJO. Key outcomes included:
Not sure on your next step? We'd love to hear about your business challenges. No pitch. No strings attached.
