Delivering an Omnichannel Experience to TGI Fridays Guests

TGI Fridays SAP Customer Experience Project

With the evolution of the SAP Customer Experience portfolio, which included a move towards a more seamless integration of the stack internally, Fridays saw the opportunity to achieve a better guest experience and use the accomplishments of their commerce channel to better support their marketing channel. Fridays also required Pivotree to customize key components to deliver a branded, seamless, and enjoyable experience for guests.

TGI Fridays Case Study: The Impact

The result is a seamless experience across Commerce and Marketing held together with a single view of the Fridays guest in their Customer Datahub. With SAP Customer Data, they were able to more effectively record and retain guests’ information, and with SAP Commerce and SAP Marketing, they could use that information for better service, no matter their place in the conversion pipeline - from anonymous to known. Incredibly, this can be administered from a single place using SmartEdit.

Fridays continue to work with partners that help them decrease TCO while delivering more value to the business and their guests. This project lowered TCO by moving to non-headless, leveraging top-of-class SAP technologies such as SmartEdit, SAP Customer Data and SAP Marketing Cloud.

Having established its restaurants as leaders in the industry space - with innovative strategies, technology, and culture since the 1960s, Fridays continues to deliver on its brand promise to guests. Allowing guests to interact with their brand freely across every channel, knowing they’ll be delivering a personalized experience at every touchpoint, means they can deliver the promise of Fridays in every guest engagement.

Forrester Consulting: The Total Economic Impact™ of SAP Commerce Cloud and SAP Customer Data Cloud

Forrester Consulting found that a composite multinational organization with a large customer database engaging directly through multiple online selling channels can expect to realize the following benefits over a 3 year period by investing in SAP solutions.

Download the Complete Case Study + Forrester's The Total Economic Impact of SAP Commerce Cloud and SAP Customer Data Cloud