Tropical Smoothie Cafe Launches Tech Support

Capgemini and Tropical Smoothie Cafe have launched Cafe Tech Support, a new technology support model that's part of the franchisor's broader strategy to transform its guest experience. Powered by technologies offered through Capgemini's Agile Store solution, Cafe Tech Support provides franchisees with technology assistance seven days a week, a single point of contact to call, and a dedicated website to submit and track issues.

Tropical Smoothie Cafe is one of the fastest growing franchise concepts in the U.S., known for its food and smoothies with a tropical twist. It has more than 750 locations nationwide, and in 2018 the brand opened 110 locations.

As the franchise system expanded and new in-store technologies were introduced, its technical support requirements grew more complex. Capgemini was selected to develop a universal technology support model to consolidate and standardize processes. 

"Cafe Tech Support helps our franchisees provide a wonderful and convenient guest experience by allowing them to focus more time on the guest, instead of the technology, and helping to drive a frictionless in-store experience for guests," said Marina O'Rourke, VP, IT, Tropical Smoothie Cafe, LLC. "Capgemini drew on its extensive experience in the quick-service restaurant space to go live in less than a month, and we've seen immediate improvements in response times."

Capgemini is also building a searchable knowledge library that franchisees can reference for self-help issue resolution. By aggregating the information collected by the support team via phone and the website, valuable insights are being shared across the Tropical Smoothie Cafe system. For example, the franchisor has already received directional data to help make decisions, improve the support model and inform the business on potential opportunities.

"The Cafe Tech Support system was designed with guest experience at the center, a core tenant of the Tropical Smoothie Cafe system's strategy and our own Agile Store solution," said Hank Summy, North America Consumer Products, Retail and Distribution Market Unit Lead, Capgemini. "It's critical that quick-serve restaurants have a predictable, streamlined approach to address in-store technology-related disruptions so they can quickly return to business as usual with swift issue resolution or the deployment of a workaround."

Capgemini's Agile Store solution provides a range of technologies and services to help restaurants and retailers reimagine and remake their store and restaurant channels. It offers greater convenience and value to customers and guests, while transforming operations to be more efficient and contribute to increased profitability. Capgemini has deployed Agile Store at more than 10,000 stores or restaurants in 80 countries and provides services for more than 100,000 stores in over 120 countries.

To learn more about the project, watch a video interview with O'Rourke.