Case Study: Transforming Connectivity and Customer Engagement at Church’s Texas Chicken
Challenge: Enhancing Network Stability and Digital Integration
Church’s Texas Chicken faced a critical challenge: frequent connectivity downtimes across its locations, with no backup systems in place, notes Ahnaf Ali, SVP & CIO for Church’s Texas Chicken. This instability disrupted daily operations and hindered customer service. The brand also sought to unify its digital platforms, ensuring seamless integration of its point-of-sale (POS) systems, mobile app, digital signage, and other essential technologies.
Additionally, Church’s Texas Chicken aimed to elevate customer engagement through dynamic digital signage, in-store Wi-Fi, and AI-driven operational enhancements. To achieve these goals, the company needed a robust, reliable, and scalable technology solution.
Solution: A Strategic Partnership with Hughes
To address these challenges, Church’s Texas Chicken partnered with Hughes Network Systems, a provider known for its innovative connectivity solutions and managed services expertise. Hughes' ability to integrate network infrastructure with digital technologies made them the ideal choice. Key benefits of the partnership included:
- Reliable Connectivity & 24/7/365 Support: Hughes implemented a stable, high-performance network across all locations, significantly reducing downtime. Their proactive system monitoring and around-the-clock support ensured issues were resolved before they impacted operations.
- Seamless Implementation: Hughes executed network upgrades, digital signage deployment, and Wi-Fi installation across 161 locations in just two months, staying on time and within budget.
- Comprehensive Managed Services: From installation and maintenance to POS deployment and troubleshooting, Hughes provided end-to-end support, ensuring smooth operations in drive-thru and dining areas.
- Customer Engagement & AI Integration: With improved Wi-Fi infrastructure, Church’s Texas Chicken successfully launched its loyalty app, encouraging digital engagement. The brand also explored AI capabilities to streamline operations and enhance guest experiences.
Results: Measurable Improvements in Performance and Customer Experience
The collaboration delivered significant operational and customer engagement benefits, reflected in key performance indicators (KPIs):
Quantifiable Success Metrics:
- Network Uptime: Achieved SLA-defined uptime and reachability service across all locations.
- Operational Efficiency: Downtime reduced by 50% through proactive monitoring and backup solutions, ensuring continuous operations and increased sales.
- Project Timeliness: Network upgrades and digital signage deployment were completed ahead of schedule across 161 sites.
- Customer Engagement: Successful rollout of the loyalty app, supported by enhanced in-store Wi-Fi.
Intangible but Critical Success Factors:
- Improved Collaboration: Hughes’ team is responsive and accessible, eliminating long wait times for support.
- Professionalism & Trust: The partnership is built on mutual respect, ensuring a productive working relationship.
A Future-Ready Digital Foundation
Through its strategic partnership with Hughes, Church’s Texas Chicken transformed its network infrastructure, enhanced operational stability, and created a seamless, engaging customer experience. With reliable connectivity, AI-driven optimizations, and an integrated digital ecosystem, the brand is well-positioned for continued growth and innovation in the fast-paced restaurant industry.
