Case Study: Leading Restaurant Service Provider achieves increased loyalty and high‑value customer behaviors with SessionM

Leading Restaurant Service Provider - Customer Case Study

Leading Restaurant Service Provider launched a three-tier summer loyalty program that quickly grew to 3.6 million participants and drove 30% of transactions, but it produced only a 33% return rate and cost roughly $20 million in free meals to about 85,000 members. The program also lacked customer insight — transactions could only be linked to app orders — so marketers had no reliable data on preferences or demographics. To solve this, the customer turned to SessionM and its Customer Data and Engagement Platform.

SessionM implemented a centralized, points‑based rewards program ($1 = 1 point; 1,250 points = free entrée) integrated across web, app and in‑store, and used unified customer data to build segmented audiences and deliver personalized email, SMS and push messaging. The platform’s rules and triggers let the restaurant reward high‑value behaviors (bonus points for new items or combos) and re‑engage lapsed customers with targeted discounts. By consolidating data and enabling measurable KPIs for frequency, spend and retention, SessionM gave the restaurant the tools to replace costly blanket giveaways with targeted incentives and more sustainable loyalty economics.