Global QSR achieves faster drive-thru with award-winning location technology
Customer Company Size
Large Corporate
Country
- Worldwide
- United States
Product
- Bluedot’s geofencing technology
Tech Stack
- Geofencing
- Mobile App
- POS System
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Applicable Industries
- Food & Beverage
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Geofencing
Services
- Software Design & Engineering Services
About The Customer
The customer in this case study is Dunkin’, a global Quick Service Restaurant (QSR) chain. Dunkin’ serves 3 million customers daily worldwide, with 11,300 restaurants globally, 8,500 of which are in the United States. The company has a strong digital presence, with over 4 million app downloads. As a QSR, Dunkin’ places a significant emphasis on the drive-thru experience, which is a critical aspect of their service. The company is committed to improving this experience and reducing friction for customers, particularly during peak times. To this end, Dunkin’ has dedicated resources to create a truly frictionless experience in the drive-thru lane.
The Challenge
The drive-thru experience is a critical focus area for Quick Service Restaurants (QSRs), but it continues to be a point of friction for customers, especially during peak times. According to QSR Magazine’s 2019 Drive-Thru Study, drive-thru wait times increased by an average of 20 seconds. Dunkin’, a global QSR, wanted to buck this trend by creating a truly frictionless experience in the drive-thru lane. The executive team envisioned a Frictionless Drive-Thru (FDT) that would take mobile orders to the next level using location. The challenge was finding an advanced location solution that was easy to deploy and scale across hundreds of stores, precise and accurate down to a single drive-thru lane for order sequencing and timing, and optimized for guest experience to prevent app deletion - such as minimizing battery drain.
The Solution
Dunkin’ partnered with Bluedot to implement their award-winning geofencing technology to create a Frictionless Drive-Thru experience. Customers place a mobile order and then proceed straight to the pickup window to collect their order, without needing to stop at the speaker box or manually check-in via the app. Dunkin’ uses Bluedot’s polygon geofences and GeolinesTM to draw precise virtual boundaries around their drive-thrus. The Bluedot SDK embedded in the Dunkin’ app detects when a mobile order customer enters the drive-thru, ensuring proper order sequencing and a personalized touch by syncing with the POS. Staff members can greet customers by name and promptly deliver their order at the window. Customers who opt-in to location for frictionless drive-thru at Dunkin’ can rest easy knowing their location is only detected while at a Dunkin’ store. Once a customer has picked up their order, location detection stops. No continuous tracking. And location data is never sold or shared.
Operational Impact
Quantitative Benefit
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