Five Guys Uses Real-Time Data Insights to Improve the Customer Experience
Premium burger chain Five Guys JV has teamed up with data platform company Looker to deliver an enhanced customer experience, increase operational efficiency and drive improved sustainability across.
Looker said it has has opened up access to data across its business from sales, operations and business planning to warehouse management, speeding up access to insights and informed decision-making.
Before Looker, reporting was a time-consuming process which required input from the development team, resulting in bottlenecks and slowing the decision-making process. The introduction of Looker has optimized this process reducing it from days to hours, improving the business’ ability to quickly react to insights.
“We needed a platform that could transform our culture around data – taking it from a ‘nice to have’ to an essential component of our business model,” said Fareldia Jefferies, Integration and Data warehouse manager, Five Guys JV. “Looker has enabled us to do just that, giving everyone access to real-time, live data and insights. Based on that knowledge, we’ve improved warehouse efficiency, reduced waste and cut queue-times – all underpinning an improved customer experience.”
Boosted by access to reporting on-demand, the business can now manage staffing more accurately, precisely identifying regional trends - such as the requirement for more tills to manage daily demand in countries such as Spain - and reduce its impact on the environment through the reduction of waste, including plastic straws, paper bags and cups.
All of this has resulted in end-users seeing improved stores, with more efficient staffing and tailored products – supported by data and insights. The business relies on Looker to help it harness data to ensure new store openings don’t result in ‘cannibalizing’ sales at existing stores, improve revenue forecasting – based on external events and seasonality – and drive more actionable insights that will further improve the customer journey.