Case Study: a top-five quick service restaurant achieves $450K+ in early CRM gains with Concord and Adobe Journey Optimizer

Leading Food Services Company drives $450K+ in annualized CRM value with Concord

Concord was engaged by a leading food services company, a top-five quick service restaurant, to address challenges with its outdated CRM program. The brand was struggling with batch-based communications that lacked personalization and timeliness due to its legacy platform, Adobe Campaign Classic. This was causing it to fall behind competitors and resulted in declining store traffic and sales. The goal was to modernize its approach and unlock value from its investment in Adobe Journey Optimizer (AJO).

Concord used a data-driven approach to quickly prove value, first by delivering two proof-of-concept journeys and then by executing real-time, multi-channel journeys once AJO was live. The solution delivered fast and meaningful impact for the client. Results included two successful POCs that generated statistically significant lifts, over $450K in annualized value realized within the first month, and a strong foundation for the client's ongoing CRM modernization.

Leading Food Services Company