Chick-fil-A has a strong commitment to service, not just to its customers but to its restaurant operators, team members and local communities.
In 2013, Bottle Rocket, a strategic partner of OgilvyOne, joined forces with Chick-fil-A to help bring the spirit of its restaurants to its mobile app.
Develop an app that brings improved customer experience and higher sales.
The client wanted to take it a step further. They wanted to provide the same level of personal service in the app that customers expect in its restaurants.
Bottle Rocket developed an application that produces a personalized storyline for each customer based on his or her order history and routine.
The app provides a detailed menu, which varies based on time of day. It also has personal payment information, preferred locations and even allergen information for the customer.
Branded experience elements range from fun (with videos, photos and stories) to useful (with a convenient, preloaded mobile payment feature).
Chick-fil-A customers gave the new app rave reviews, with a 4+ rating on the App Store and on Google Play.
The mobile payment feature was highlighted in The Atlanta Business Chronicle and on CNBC.
Improved service extended to integration with the CRM program, as targeted offers can now be served (and measured) in-app.