On the heels of Subway’s largest menu update in the brand’s history, HT caught up with Renee Hourigan Senior Director, Off-Premises Innovation at Subway, to get the scoop on the tech that made the menu update and enhanced guest experience possible.
As part of its menu overhaul, Subway made the digital ordering experience simpler and more intuitive -- on the Subway App, Subway.com and through third-party delivery partners. These enhancements were designed to provide the same customized and consistent experience found in Subway restaurants. The updated Subway App features a new dashboard, improved ordering flow and insight into out-of-stock items.
Subway's move comes as consumers, especially those connected to six or more devices, continue to embrace online ordering. The average superconnected restaurant customer spent 26% more on food orders than average in the last 12 months.
But the biggest news may be delivery. Subway Delivery is rolling out in select areas coast to coast and allows guests to place delivery orders through the Subway App and Subway.com.
HT: From a tech perspective, how difficult was it to push out these changes across the network both internally and third party delivery?
Renee Hourigan Senior Director, Off-Premises Innovation at Subway: From a tech perspective, the rollout of changes were fairly simple and seamless. We utilized our menu manager program and leaned into a combination of Direct and OLO integrations to publish our new menu updates
HT: How did Subway do it?
Hourigan: This was a significant technical lift by Subway and DoorDash teams to build out a custom integration that seamlessly brings delivery into the Subway app and web ordering experience. The result, an intuitive delivery ordering experience that will roll out to approximately 13,000 restaurants next week, and a total of 16,000 once fully executed.
Subway says to expect additional app updates in the fall.