Case Study: KFC India achieves personalised 1:1 customer engagement and increased CRM revenue with Salesforce

KFC India drives personalisation as consumer tastes widen

KFC India, which operates more than 350 restaurants, faced a hyper-competitive and rapidly digitizing market where customers constantly try new outlets and apps. To drive restaurant visits and online orders while keeping up with widening consumer tastes, the brand needed to better understand individual preferences across dine‑in and delivery channels and move beyond one‑size‑fits‑all marketing.

KFC implemented Salesforce to capture transaction and contact data, segment customers, and deliver contextualised 1:1 messaging via email, SMS and in‑app notifications (the latter lowering campaign costs and easing measurement). The initiative has enabled more targeted campaigns, with a recent multichannel promotion during the cricket season boosting CRM revenue contribution and overall ROI, and the team is exploring a Data Management Platform to refine segmentation and predictive offers further.

KFC

Moksh Chopra

Chief Marketing Officer