FUSH faced significantly low online orders, which hindered their sales volume and operational efficiency.

FUSH handled online orders through a basic online ordering platform. Customers would place takeaway orders online and pick them up at a scheduled time. Customer engagement was minimal, as the restaurant relied on customers navigating to their website without any proactive engagement or follow-up.

The automation solution was tailored to FUSH's specific needs by paying attention to the unique brand touch points. This ensured that the communication plan was consistent with the FUSH brand's look, sound, and feel.

Key Components:

• We created three levels of partial payment offers to incentivise new customers to return multiple times.

• We used a CRM system to store customer data and preferences, and created highly personalised email templates tailored to the customer.

• We advertised the offers to target audiences on social media, leveraging lookalike audiences to improve the quality of leads.

• We then automated workflows, and QR code generation to streamline the entire process.

Tools:

• CRM system
• QR code generation tools
• Automation software

Measurable Outcomes:

• Achieved a 17x increase in online sales over four years.
• More than quadrupled the sales in the first year alone, all without additional drag on restaurant staff.
• Grew a customer database to 25,000 contacts.

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Additional Benefits:

The automation solution allowed the business owner, to utilise a highly engaged customer database for cross-selling. This led to opening a second location and additional growth in their catering services, food truck, Māori consultation, and Māori video course ventures.