Case Study: TGI Fridays achieves a seamless omnichannel guest experience with Pivotree

TGI Fridays - Customer Case Study

TGI Fridays, the original casual dining bar and grill with 900+ locations, wanted to strengthen its digital engagement and deliver a more seamless omnichannel guest experience across online and offline channels. Working with Pivotree, the brand needed to simplify a previously complex and costly stack while improving marketing segmentation, personalization, and the transition from a headless to a non-headless architecture.

Pivotree implemented an integrated SAP Customer Experience suite including SAP Commerce 1808, SAP SmartEdit, SAP Customer Data Cloud, and SAP Marketing Cloud, while also refreshing the website UI and adding custom personalization for known and anonymous guests. The result was a more seamless experience across commerce and marketing, a single view of the guest, lower TCO through consolidation and replacement of third-party tools like Salesforce ExactTarget, and a transparent cutover that kept business operations running smoothly.

TGI Fridays

Chris Hansen

Sr. Director, Digital