DéliceResto : Transforming the Customer Experience in Restaurants with Mobile Wallets

Context

DéliceResto, a flagship name in the restaurant industry, has built its reputation on offering delicious and accessible meals in a welcoming environment. With over 150 restaurants across the country, the brand is constantly innovating to retain its customers while meeting their growing expectations. To this end, DéliceResto decided to adopt Apple Wallet and Google Wallet mobile solutions to modernize the customer experience and strengthen engagement.

The Challenge

Before this digital transformation, DéliceResto faced several challenges. Physical loyalty cards were often lost or forgotten, complicating their use in restaurants. Paper discount vouchers were not always redeemed before expiration, reducing their effectiveness. Additionally, customers received little personalized communication, limiting their engagement with the brand.

The Solution

To address these challenges, DéliceResto implemented an innovative program based on mobile wallets. This initiative focused on three key areas: simplifying access to benefits, enriching the customer experience, and maximizing engagement through push notifications.

Seamless and Intuitive Implementation

DéliceResto deployed a multi-channel strategy to promote the adoption of digital cards. Personalized emails and SMS messages invited customers to download their cards directly onto their mobile devices. In restaurants, strategically placed QR codes on receipts and menus allowed for quick and easy integration. These efforts ensured a frictionless transition to digital, accessible to all customers.

Advanced Features for Everyday Use

Once integrated into the mobile wallet, the DéliceResto card offered an enriched experience. Customers could access their loyalty points balance and receive personalized real-time offers. Discount vouchers were automatically updated, avoiding forgetfulness or unused expirations. In restaurants, a unique QR code simplified the use of benefits, making the customer experience smoother and faster.

Enhanced Engagement Through Push Notifications

DéliceResto leveraged push notifications to maintain an active connection with its customers. These messages reminded customers to use their vouchers or points before expiration. They also informed them about new offerings, events, or special promotions, further strengthening their loyalty to the brand.

The Results

The launch of digital cards quickly proved effective. Within six months, 40% of regular customers had adopted the mobile wallet, and this rate rose to 65% after a second campaign. Customers using the digital card returned on average 30% more often and spent 20% more per visit, demonstrating the positive impact on loyalty and revenue.

A Winning Experience for All

For customers, the DéliceResto digital card simplified access to their benefits while offering personalized and practical services. There was no longer a need to search for a physical card or remember promotional codes—everything was accessible with just a few clicks on their mobile devices.

For DéliceResto, this digital transformation optimized operational costs while reinforcing its image as a modern and innovative brand. Increased customer engagement translated into significant growth in both loyalty and revenue.

Looking Ahead

Building on this success, DéliceResto plans to expand its mobile wallet program to new customer segments and integrate more interactive features, such as geolocation to promote local offers. With this initiative, DéliceResto continues to position itself as a leader in the digital customer experience in the restaurant industry.

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