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Case study
From Menus to Moments
How a QSR Brand personalized every Customer Journey with Zence
This case study captures how a fast-growing QSR brand with 150+ outlets across India partnered with Zence CRM to elevate customer journeys—delivering smarter engagement, faster service, and stronger loyalty across all touchpoints.
+3%
Repeat
Customer Rate
+5%
Avg. Transaction Value (Loyalty members)
+11%
Redemption Rate-points devoured like dessert
+1%
% Repeat
Revenue Share
+2%
WhatsApp CTR on
first campaign
2x
Retention & Smiles-Thanks to real-time feedback
At a Glance
key info
Details
Brand
A cult-favorite waffle QSR chain
Industry
Quick Service Restaurant (QSR)
Presence
650+ outlets across 160+ cities in India
Objective
Shift from transactional loyalty to experiential engagement
Zence Delivered
Unified CRM, tiered loyalty, hyper-targeted marketing, real-time feedback
Results
+40% repeat rate, 2.5x campaign engagement, +15% AOV, 3x faster CX resolutions
The Challenge: When Growth Outpaces Engagement
The brand was hot — with waffles flying off the shelves and brand love dripping all over social media. But their loyalty program? Flat, flavorless, and forgotten.
Where It Hurt:
Challenge
The Pain Point
Fragmented Data
No single customer view across platforms — personalization was just guesswork
Generic Campaigns
Broadcast messages = low open rates, poor conversions
Points-Only Loyalty
No tiers, no exclusivity — no reason to keep coming back
No Feedback System
Couldn’t hear customer love or frustration — zero input, zero insight
Despite growth, the loyalty program failed to build actual loyalty. It rewarded transactions, not relationships.
The Zence Fix: Crafting Loyalty with Precision
Zence didn’t just plug in a CRM — it rewired how the brand engaged with every single customer.
Here's What Changed
Unified
Customer Profiles
Merged data from POS, app, and web — giving a real-time 360° view of behavior, spend, visit frequency, and even flavor preferences.
Hyper-Segmented Journeys
No more one-size-fits-none messaging. Zence launched trigger-based campaigns tailored to visit patterns, spend brackets, and loyalty milestones.
Tiered
Loyalty System
Moved from points-only to a structured, gamified loyalty ladder — with exclusive perks, early product access, and VIP treatment for top spenders.
Real-Time Feedback Loop
Zence integrated feedback requests after every transaction — across dine-in, takeaway & delivery — auto-routing insights to the right teams, fast.
The Results: Data to Delight
| Metric | Before Zence | After Zence | Uplift |
|---|---|---|---|
|
Repeat Purchase Rate |
Baseline |
+38% |
Stronger Retention |
|
Campaign Engagement |
Low
|
2.5x Open & Click Rates |
Hyper-Targeted Impact |
|
Average Order Value |
₹200 avg |
₹230 Avg |
+15% Basket Size |
|
Issue Resolution Speed |
Manual, Delayed |
Automated, 3x Faster |
Smoother CX Ops |
Challenge
Solution
Result
Challenge
The Challenge: When Growth Outpaces Engagement
The brand was hot — with waffles flying off the shelves and brand love dripping all over social media. But their loyalty program? Flat, flavorless, and forgotten.
Where It Hurt:
Challenge
The Pain Point
Fragmented Data
No single customer view across platforms — personalization was just guesswork
Generic Campaigns
Broadcast messages = low open rates, poor conversions
Points-Only Loyalty
No tiers, no exclusivity — no reason to keep coming back
No Feedback System
Couldn’t hear customer love or frustration — zero input, zero insight
Solution
The Challenge: When Growth Outpaces Engagement
The brand was hot — with waffles flying off the shelves and brand love dripping all over social media. But their loyalty program? Flat, flavorless, and forgotten.
Where It Hurt:
Challenge
The Pain Point
Fragmented Data
No single customer view across platforms — personalization was just guesswork
Generic Campaigns
Broadcast messages = low open rates, poor conversions
Points-Only Loyalty
No tiers, no exclusivity — no reason to keep coming back
No Feedback System
Couldn’t hear customer love or frustration — zero input, zero insight
Result
The Challenge: When Growth Outpaces Engagement
The brand was hot — with waffles flying off the shelves and brand love dripping all over social media. But their loyalty program? Flat, flavorless, and forgotten.
Where It Hurt:
Challenge
The Pain Point
Fragmented Data
No single customer view across platforms — personalization was just guesswork
Generic Campaigns
Broadcast messages = low open rates, poor conversions
Points-Only Loyalty
No tiers, no exclusivity — no reason to keep coming back
No Feedback System
Couldn’t hear customer love or frustration — zero input, zero insight
This wasn’t just an upgrade — it was a full-stack loyalty transformation.
Final Word: All the Right Pieces, Finally Together
Zence helped the waffle brand go from scattered systems and shallow engagement to a loyalty engine that connected, converted, and compounded value.
Customers felt seen
Marketers hit their targets
Operations worked smarter
In the end, it wasn’t just about serving more waffles — it was about serving them smarter. With Zence, the brand turned everyday transactions into intelligent touchpoints, casual customers into loyal advocates, and a scattered system into a seamless growth machine.
Conclusion: Baked Loyalty, Not Bolted-On
Zence helped the waffle brand move from a flat, points-based system to a full-stack loyalty engine — rich with data, insights, emotion, and ROI.
The result? Customers didn’t just come back — they brought friends, spent more, and stayed loyal.