Case Studies: Nandos

WAP – digital feedback

Nando’s, the Portuguese restaurant chain, thinks customer feedback is vital. So they wanted to make it as easy as possible for their customers to let them know what they were thinking.

The traditional feedback forms available in all Nando’s restaurants weren’t being completed as often as Nando’s would have liked. And, when they were filled in, they had to be laboriously transcribed into digital format.

Nando’s presented the problem to Plus Telecom and we instantly suggested WAP as the perfect solution. We quickly created a WAP site that customers could visit and complete an electronic feedback form using their phone.

Straightaway this increased the volume of feedback Nando’s received, since customers would much rather interact with their phone than with a printed form. But even with increased volume, time spent processing the feedback decreased since the data received was already in a workable digital format.

As well as the increased feedback, the WAP site also delivered another important benefit – a database of customer contact details. Every customer who visited the WAP site was registered to receive future promotional text messages from Nando’s. So, Nando’s could also open another important communication channel with its customers.

Fun Club – MMS picture messages

The Nando’s Fun Club is a brilliant use of MMS picture messaging, aimed at the all important younger customer.

Promotional leaflets displayed on every Nando’s table encourage children (or adults!) to peel off a fake moustache, stick it on their face and then take a photo of the result with a mobile phone.

The image, along with the wearer’s name and a code identifying the individual restaurant, can then be texted to Plus Telecom’s dedicated MMS shortcode. The Plus Telecom system identifies the restaurant the user has sent the picture from by the code and then posts the image, along with the location of the restaurant and the customer’s name, on the Fun Club page on Nando’s website. Membership of the Fun Club includes entry into a regular prize draw and special offers sent by text so customers can be targeted by promotional SMS on an on-going basis.

Taking a picture and posting it to the web using a mobile is a fun and engaging process that kids and parents love. Plus Telecom’s instant MMS web-upload makes it possible.

Click here to view the most recent Fun Club photos

Location-based services

Location-based services are at the cutting-edge of SMS and Plus Telecom has complete capability.

Location-based services (LBS) provide information to users by SMS based on their geographical location. Nando’s wanted their customers to be able to text off a keyword and receive back directions to the nearest Nando’s restaurant on their phone.

When a request from a customer is received, Plus Telecom’s LBS software locates the customer to within 15m using triangulation. Then, a dedicated link to the Multimap direction service sends a small scale map and written instructions to the customer’s phone, describing exactly how to get to the nearest Nando’s restaurant, wherever they happen to be. The system can even give different directions depending on whether the customer is on foot or driving.

Contact Plus Telecom today to use any of the features that Nando’s does.

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