Case Study: TGI Fridays achieves a seamless omnichannel guest experience with Pivotree and SAP Customer Experience

TGI Fridays streamlines omnichannel guest experiences across 900+ stores with Pivotree

TGI Fridays, a global casual dining restaurant chain, sought to enhance its digital guest experience and integrate its omnichannel operations across over 900 stores. Their challenges included consolidating data from different sources, developing a single product catalog, and managing a complex deployment to all their locations. They partnered with vendor Pivotree to undertake a digital transformation using the SAP Customer Experience suite.

Pivotree implemented a solution by upgrading TGI Fridays to SAP Commerce 1808, integrating SAP Marketing Cloud to replace Salesforce ExactTarget, and utilizing SAP Customer Data Cloud. This created a seamless experience for guests across all channels, administered through SAP SmartEdit. The project lowered the total cost of ownership (TCO), exceeded customer expectations, and provided a single view of the customer for more effective and personalized marketing and service.

TGI Fridays