{"id":517898,"date":"2024-04-08T18:27:46","date_gmt":"2024-04-08T18:27:46","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?post_type=client-story&#038;p=517898"},"modified":"2025-02-07T12:05:09","modified_gmt":"2025-02-07T12:05:09","slug":"subway-drives-digital-transformation-to-deliver-a-better-brand-experience","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/au-en\/news\/client-stories\/subway-drives-digital-transformation-to-deliver-a-better-brand-experience\/","title":{"rendered":"Subway drives digital transformation to deliver a better brand experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=2880&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=1440&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=1024&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=768&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/12\/Subway-client-story-web-banner.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Subway drives digital transformation to deliver a better brand experience<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: Subway<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: North America<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Retail<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/au-en\/news\/client-stories\/subway-drives-digital-transformation-to-deliver-a-better-brand-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/au-en\/news\/client-stories\/subway-drives-digital-transformation-to-deliver-a-better-brand-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Iconic global brand selects ÎÚÑ»´«Ã½ as its strategic digital-transformation partner<\/h2><p class=\"intro-para-content\"><strong>Client Challenge:<\/strong> Subway is on a multi-year transformation journey to strengthen its brand to better meet the needs of guests and franchisees.<br>\u00a0<br><strong>Solution: <\/strong>With ÎÚÑ»´«Ã½ as its strategic partner, the company is transforming its digital experience and reinventing its approach to technology.<br>\u00a0<br><strong>Benefits:<\/strong><\/p><ul class=\"box-list\"><li>Digital sales have seen double-digit growth from 2021 to 2022, and tripled since 2019<\/li><li>Franchise sales have increased<\/li><li>Refreshed PoS is easier for digital-native sandwich artists to navigate<\/li><li>Automated menu updates reduce administration for franchisees<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video\"><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><h3 class=\"Video-title\" data-maxlength=\"34\"><\/h3><div class=\"video-info\"><p data-maxlength=\"68\"><\/p><\/div><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/ZWq5f6sGAvM\" frameborder=\"0\" rel=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>Subway, one of the world\u2019s largest quick-service restaurant brands, serves freshy made-to-order sandwiches, wraps, salads, and bowls to millions of guests across more than 100 countries in nearly 37,000 restaurants every day.<\/p>\n\n\n\n<p>The brand is on a multi-year transformation journey to build a better Subway, including transforming its digital experience and reinventing its approach to technology to better meet the needs of guests and franchisees around the world.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-building-a-better-subway\">Building a better Subway<\/h2>\n\n\n\n<p>Subway is building a better business with four primary strategies. The first is better food, the second is operational excellence to ensure a consistent guest experience, third is access and convenience for guests via digital channels, and the last strategy is dynamic development. The company chose to work with ÎÚÑ»´«Ã½ as its strategic and implementation partner for the digital transformation.<\/p>\n\n\n\n<p>\u201cI look at ÎÚÑ»´«Ã½ to be the first thought-partner we speak to, and they can share experiences working with other quick-service restaurants who have also embarked on digital-transformation journeys,\u201d says Donagh Herlihy, Chief Digital and Information Officer for Subway. \u201cWe\u2019re humble. We listen and learn from everyone. ÎÚÑ»´«Ã½ brings in very helpful advice on strategy, options, governance, and structure that is very valuable.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-refreshing-the-digital-platforms\">Refreshing the digital platforms<\/h2>\n\n\n\n<p>Subway\u2019s digital platform was originally built for the North American business, but its capabilities were limited as it was not designed to be international. Subway recognized the need to address those issues and ÎÚÑ»´«Ã½ was a key partner in that process.<\/p>\n\n\n\n<p>While the effort to refresh its digital platform started in 2019, the initial plans were completely disrupted by COVID-19, as Subway needed to first address the urgent needs from the pandemic, such as offering curbside pickup.<\/p>\n\n\n\n<p>\u201cWe had to get curbside up and running,\u201d says Herlihy. \u201cSo, we refactored the app and the website to support digital ordering as the primary channel for the business. The old app and web experience as well as the digital stack just weren\u2019t fit for the purpose. [The refresh] resulted in a brand new experience for guests that was much easier to use.\u201d<\/p>\n\n\n\n<p>Subway and ÎÚÑ»´«Ã½ also worked on the APIs and the infrastructure underneath the technology, not just to scale to a much bigger business in North America, but to allow the technology experience to be rolled out internationally.<\/p>\n\n\n\n<p>\u201cDue to our recent efforts, globally, our digital sales have seen double-digit growth from 2021 to 2022 and tripled since 2019,\u201d says Herlihy. \u201cDirect integration to our PoS is very critical so guests have a seamless experience in the restaurant. For our restaurants, it is just another order popping in.\u201d<\/p>\n\n\n\n<p>Subway also refreshed its catering business in North America, which includes a simpler and faster online ordering experience with new, easy-order options. It is also piloting new interactive, fully unattended smart fridges that are stocked fresh daily by a nearby franchise location.<\/p>\n\n\n\n<p>\u201cWe are doing a lot of work in the digital space with a focus on making it easier for our guests to access the brand and treat them with the greatest respect,\u201d says Herlihy.<\/p>\n\n\n\n<p>\u201cWe constantly track guest feedback on the overall experience and what we see is our guest satisfaction metrics are all rising,\u201d continued Herlihy. \u201cPart of it is the convenience, but also a sense of control. If you are ordering on a digital platform, guests are in control of all the elements. All of the work we are doing on experience is turning into more traffic in restaurants and on digital channels. Most importantly, franchisee sales are impressive.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-restaurant-technology-transformation\">Restaurant technology transformation<\/h2>\n\n\n\n<p>Subway also re-examined its in-store technology. Its existing point-of-sale system and menu platform are proprietary and deliver the majority of sales. While it provides a strong backbone for the business, it was also in need of a refresh. A network that includes thousands of franchisees brings a lot of technology complexity.<\/p>\n\n\n\n<p>\u201cFranchisees are tough critics and we need to make sure we are supporting their technology needs,\u201d explains Herlihy. \u201cWhen I joined, the feedback from franchisees was tough. We had a team working on some of the challenges, but we needed more capacity. We added talent on both the Subway and ÎÚÑ»´«Ã½ sides so we could make progress on the issues that needed to be fixed.\u201d<\/p>\n\n\n\n<p>As a result of recent efforts, technology satisfaction amongst franchisees is rising. For example, menu publishing became much easier. Before the update, the thousands of restaurants around the world each had to make 30 menu changes per year, an estimated 1.2 million updates. Franchisees had to do this themselves, and many of them own more than one location.<\/p>\n\n\n\n<p>\u201cIt was a tremendous waste of time and it often meant that when we would launch a new menu or promotion, the franchisee didn\u2019t publish it because it was too much work,\u201d says Herlihy. \u201cA guest would ask for an offer and the restaurant would not have it. The new menu auto-publish (function) we developed with ÎÚÑ»´«Ã½ automates all the administrative work and the franchisees control what they choose to accept and the changes they want to make. Franchisees always have final control over pricing and menu options. These simple in-restaurant changes take friction away from the day-to-day running of a restaurant so our franchisee can focus on other things.\u201d<\/p>\n\n\n\n<p>Franchisees can now also mark out-of-stock items easier. As every business responds to ongoing supply-chain issues, out-of-stock continues to be an issue. Now if a restaurant is out of a protein, a franchisee can mark the item out-of-stock and it will make the change across all of the digital platforms so, no matter how a guest interacts with the restaurant, they will not be able to order anything that involves that protein. Previously, restaurants had to go through the entire menu to take out each sandwich that was impacted and then repeat it across the other digital platforms.<\/p>\n\n\n\n<p>\u201cWorking with ÎÚÑ»´«Ã½, we did a lot of work on refreshing the user experience for our PoS,\u201d says Herlihy. \u201cWe wanted to make it more contemporary so it was easier for our sandwich artists to learn how to use it. It was not intuitive for digital natives who grew up using a tablet.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-building-an-even-better-subway\">Building an even better Subway<\/h2>\n\n\n\n<p>\u201cFor me, we are at the bottom of the second inning of a transformation and the great thing is we are winning,\u201d says Herlihy. \u201cWe have momentum and we have some confidence. But we have a large task ahead of us. We will continue to relentlessly improve what I call the North America digital platform.<\/p>\n\n\n\n<p>\u201cIn the restaurant, we have made a lot of progress automating menu publishing but the backend platforms are really difficult to manage technically and administratively for the people who maintain the data. We are looking at transforming the menu platform foundation and starting with a blank page. This is an area where we are working very closely with ÎÚÑ»´«Ã½ on whiteboarding, architecting, and visioning at the beginning. We want to build something that is relevant for a very digital company.<\/p>\n\n\n\n<p>\u201cIt is super helpful when ÎÚÑ»´«Ã½ helps us shape our strategies, and that is why ÎÚÑ»´«Ã½ is in the room as a partner as we plan what is next. They are shaping strategies and how we are going to market in the coming years with all of these digital programs. They are there as an equal partner and their voice is super important.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cÎÚÑ»´«Ã½ took on the digital platform and then started helping Subway with other areas and they got more savvy about our strategies and about our industry, and they started to bring ideas and suggestions and what I call thought partnership. And we really welcome that. We have a diverse technology leadership team with hospitality and retail experience, but we don\u2019t have the depth of technology knowledge that a company like ÎÚÑ»´«Ã½ can bring.\u201d<\/p>\n<cite>Donagh Herlihy<br>Chief Digital and Information Officer<br>Subway<\/cite><\/blockquote>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Iconic global brand selects ÎÚÑ»´«Ã½ as its strategic digital-transformation partner 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